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Join leading Swiss companies already embracing AI. Discover how Heidi can improve your customer service experience.
How Switzerland’s Leading Health Insurer Uses AI Voice Routing to Connect Customers Faster
About Client
Our client is one of Switzerland’s leading health insurers with around 1,400 employees. Serving customers across a multilingual market, this company manages thousands of inbound service calls every week, where speed, accuracy, and sensitivity matter the most.
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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
Like many insurers, this health insurance provider faced a high volume of inbound calls covering everything from billing questions to coverage queries. Two key issues stood out:
Because healthcare is sensitive, our client’s initial priority wasn’t full automation, it was accurate routing so customers reached the right specialist quickly, without being bounced around.
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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
RMV faced increasing pressure on its customer service teams due to:
With growing passenger demand and expanding services, RMV sought an innovative solution to automate and streamline customer support processes.
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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 Solution: AI-Powered Voice Routing with Industry-Specific Speech Recognition
Enterprise Bot implemented an AI-based voice routing solution designed to work seamlessly with their existing setup:
Voice Routing Bot (Speech-to-Text + Classification)
- The bot greets the caller, listens for up to 60 seconds, and routes the call to the correct department
- No “AI conversation” required, the bot’s job is to understand intent and route, not replace agents
- Department routing spans 8 service categories
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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.
Speech-to-Text fine-tuning for healthcare terminology (Microsoft)
Our client’s voice routing relied on Speech-to-Text, which performs well for everyday language but struggled with health-insurance-specific medical terms (procedures, medications, tests, specialist vocabulary, etc). To fix this, Enterprise Bot worked along with Swisscom to:
- Identify transcription gaps where industry terms were mis-transcribed
- Record health-insurance-specific terminology (so the model could learn the correct pronunciations/words)
- Upload and fine-tune within Microsoft’s Speech-to-Text setup, improving recognition of healthcare terms across Swiss German/German, French, and Italian
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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.
Reliable performance backed by structured pre-go-live testing
Before launch, the health insurance provider ran extensive validation using roughly ~300 Jira tickets / test cases, calling the bot through real scenarios. Each test was marked as working or bug, creating a clear feedback loop for Swisscom and Enterprise Bot to pinpoint where Speech-to-Text needed additional terminology tuning.
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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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“Partnering with Enterprise Bot has allowed us to seamlessly automate the handling of tax reports for a big health insurer in Switzerland. Our new voicebot reliably collects all required information, verifies customer identity within seconds using APIs, and triggers the postal delivery of documents with minimal manual effort. This solution has already streamlined processes and will significantly improve the customer experience.”
Claudia Juon
AI Consultant, Swisscom
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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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Deep integration with Genesys
Calls enter the insurer's Genesys platform, are transferred to Enterprise Bot in the background for classification, then routed back into Genesys to the correct department.
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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.
What our customer says
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“The solution helps our agents handle incoming emails with greater speed and accuracy. It’s not just automation — it’s intelligent assistance.”
Colin Kelly
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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.
Implementation Journey
Implementation Journey
- Tailored integration into existing email systems and internal platforms
- Designed to align with BCD WTS’s workflows and support structure
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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.
Future Outlook
Our client is currently highly satisfied with routing outcomes. Next steps may include:
Future Outlook
Our client is currently highly satisfied with routing outcomes. Next steps may include:
- Expanding automation to handle a limited set of purely informational queries
- Maintaining a clear boundary: sensitive or delicate topics remain with human agents
- Continuing language/terminology optimization as new healthcare terms emerge
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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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