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Ready for the future of customer interaction?
Join leading Swiss companies that are already embracing AI. Discover how Heidi can improve your customer service experience.
How "Leonie" improves customer experience and operational efficiency at Generali Switzerland
Smarter call routing, higher efficiency & more satisfied customers thanks to AI
At a glance
Generali Switzerland is a leading insurance company that serves almost 1 million customers in the three national languages as well as English. With more than 300 employees in customer service, the company handles over 1.6 million calls and countless emails and written inquiries every year. Generali relies on digital innovations to meet increasing demands and work efficiently at the same time.
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
About Rhein-Main-Verkehrsverbund
The Rhein-Main-Verkehrsverbund (RMV) is one of the largest public transport networks in Germany, covering the Frankfurt Rhine-Main area. RMV operates a comprehensive network of regional rail services, buses, trams, and commuter trains, serving over 800 million passengers annually. As a key player in public transportation, RMV is dedicated to improving passenger experiences through digital innovation.
To achieve this, RMV partnered with Enterprise Bot and ACP Digital to implement a scalable, AI-powered support solution.
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Client: Rhein-Main-Verkehrsverbund (RMV)
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Solution: AI-powered Chatbot, Email Bot, and Voice Bot (upcoming)
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Objective: Improve customer service efficiency, reduce redundant queries, and enhance agent productivity
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
The Challenge
Generali Switzerland's customer service was very busy as the old IVR system (press "1" for..., press "2" for...) was no longer working efficiently. Customers had to navigate through complicated menus, which often resulted in them choosing the wrong options or simply pressing random buttons to be connected to a contact person. Generali was looking for an intelligent AI solution that would simplify call routing and improve customer satisfaction.
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
At a glance
Generali Switzerland is a leading insurance company that serves almost 1 million customers in the three national languages as well as English. With more than 300 employees in customer service, the company handles over 1.6 million calls and countless emails and written inquiries every year. Generali relies on digital innovations to meet increasing demands and work efficiently at the same time.
Client: Generali Switzerland
Technology: Luware integration for call forwarding
Solution: AI-supported Swiss German voicebot "Leonie"
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Goal: Automated customer interactions, optimized routing, fewer misdirected calls
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
The challenge
Generali Switzerland's customer service was very busy as the old IVR system (press "1" for..., press "2" for...) was no longer working efficiently. Customers had to navigate through complicated menus, which often resulted in them choosing the wrong options or simply pressing random buttons to be connected to a contact person. Generali was looking for an intelligent AI solution that would simplify call routing and improve customer satisfaction.
Heading 1
with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
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Leonie - the Swiss-German AI voicebot
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How it works
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How it works
- Step 1: The customer calls → Luware recognizes the language setting
- Step 2: The call is forwarded to Leonie
- Step 3: Leonie understands the request (e.g. change of address, damage report)
- Step 4: AI forwards the call directly to the right department via Luware
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
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The impact
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The impact
- No more complicated IVR menus - customers can simply speak naturally
- High recognition accuracy (97-98%) - less need for manual intervention
- Faster response times - calls are routed to the right place within seconds
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
What our customer says
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"Leonie has fundamentally changed the way we handle calls. The AI immediately recognizes the callers' concerns and forwards them to the right place. This saves a huge amount of time and noticeably improves customer satisfaction."
Luis Bosshard
Director Customer Care Center Non-Life, Generali Switzerland
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
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Leonie to be further expanded
Generali is already planning the next expansions for Leonie:
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Expansion to all three national languages and English -
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Automation of other self-service functions (e.g. policy changes, document orders) -
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Further development of AI models for even more precise speech recognition
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Ready for the future of customer interaction?
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