Multichannel AI Customer Service Chatbot
Client: Insurer - 800K customers
The project
Deployment of an AI chatbot able to handle 70% of level-1 customer requests (policy information, claim filing, reimbursement tracking) across 4 channels: website, mobile app, WhatsApp and Messenger.
Architecture & implementation
Fine-tuning of an open-source LLM (Mistral 7B) on 3 years of anonymized customer conversation history. The model understands insurance-specific vocabulary and handles complex cases with smart escalation to a human advisor.
Monitoring & adoption
Integration with the CRM and claims management system: the chatbot can look up a customer's file in real time, give a precise status and even initiate certain actions (rescheduling appointments, sending documents).
Results & production rollout
Results after 6 months: 70% of requests handled without human intervention, average response time down from 4 hours to 12 seconds, customer satisfaction up 25 points and €1.8M saved in support costs.
Screenshots
