Leveraging Cognigy AI: ARAG’s Phone Support Transformation

Welcome to another edition of the Cognigy LinkedIn newsletter, where we share transformative stories about how enterprises enhance customer experiences (CX) through AI innovation. This time, we’re spotlighting ARAG Italy, a market leader in legal protection and their impressive adoption of Cognigy.AI.

The Challenge

Providing efficient, round-the-clock customer support had become a major challenge for ARAG Italy. Their outdated IVR systems offered limited options and made customer interactions cumbersome, especially when extracting critical details like alphanumeric claim numbers. Customers often faced frustration navigating complex menus, and the company struggled to meet increasing expectations for 24/7 service. Sustaining continuous human support wasn’t feasible and led to operational inefficiencies.

The Solution: Embracing Conversational AI

ARAG Italy turned to Cognigy.AI to revolutionize its customer support system. By integrating advanced voice bots and chatbots, they shifted from rigid IVR menus to open-ended, natural conversations. Customers can now express their needs freely, with the AI:

• Seamlessly recognizing returning callers and personalizing responses, leveraging caller history and preferences
• Validating identities securely, using customer information stored in backend systems
• Handling complex data, such as alphanumeric claim numbers, accurately and in real-time

In addition to these core features, ARAG Italy integrated Cognigy.AI with their existing telephone systems, such as Cisco, ensuring that the solution could be tailored to local infrastructure requirements. Robotic Process Automation (RPA) handles tasks that once demanded manual input, like retrieving and processing policy or claim data from legacy systems. By streamlining these processes, ARAG Italy minimized the need for expensive system overhauls, enabling seamless scaling of their support operations.

The Impact

The transformation has been profound. ARAG Italy’s customer support now operates 24/7, delivering personalized and efficient service. The natural conversational flow and AI-driven automation have streamlined processes, minimized the reliance on human agents, and improved response times. The AI’s ability to provide immediate, accurate responses has significantly reduced wait times and increased overall customer satisfaction.

Moreover, continuous data collection has provided valuable insights, helping the company understand customer behavior, identify recurring issues, and further optimize the AI system for better outcomes. ARAG Italy has also noted a reduction in operational costs and an improvement in agent productivity, as human agents can now focus on more complex cases that require a personal touch.

Looking Forward: Continued Innovation

ARAG Italy’s journey doesn’t stop here. They’re set to further elevate their AI capabilities by integrating Xapps, flexible micro-web applications designed to enhance both AI and human agent performance. This integration will enable seamless transitions from calls to mobile interactions, such as document submissions and e-signatures, streamlining complex processes that extend beyond simple voice interactions. This advancement is particularly critical for handling tasks that require a shift from conversational to actionable formats.

Moreover, ARAG is placing significant emphasis on change management. They are committed to preparing both employees and customers for this evolving, AI-powered landscape. Training sessions and workshops are planned to ensure that teams are familiar with the new technologies and can make a smooth transition, empowering everyone involved to leverage these innovations to their fullest potential.

A Model for Success: Collaboration and Innovation

ARAG Italy’s experience with Cognigy.AI sets a benchmark for the insurance industry, demonstrating how AI-powered voice and chat solutions can seamlessly integrate with existing systems to boost efficiency and elevate customer experiences. Their success highlights the value of:

• A customer-centric approach
• Effective collaboration between business and IT
• Continuous improvement driven by data insights

💬 “Chatbots and voice bots really work, and you can already achieve a lot with relatively little effort—and a good dose of fun.” – Sascha Schulz , Vice President Operations and Process Innovation Manager at ARAG Italy

Watch the Webinar for More Insights

Discover how ARAG Italy is leveraging Cognigy’s AI solutions to revolutionize phone support. Watch the full video for actionable insights that could transform your approach to customer service.