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Customer Case Study

Use of voicebots at ERGO Insurance Group

As one of the largest insurance companies in Germany and Europe, ERGO offers insurance, provision, investments and services in about 30 countries. The company focuses on professional advice and services that enable an optimal customer experience. DKV is part of the ERGO Group and the specialist for health insurance.

The ERGO Insurance Group uses voicebots in telephone customer dialogue in order to automate customer service - with great success.

Get to know in our Customer Success Story

  • how ERGO uses telephone bots
  • the success they already have achieved
  • and which roles TENIOS and Parloa are playing 

"95% of the
customers intents
were identified
correctly."

"80%
of the customers were satisfied
with the information served by
the FAQ voicebot."

In which service areas is ERGO
using voicebots?

USE CASE I: FAQ bot for FFP2 masks

ERGO's phonebot automatically provides callers
with the latest information on FFP2 masks.

USE CASE II: Call Prequalification
ERGO is using a voicebot that prequalifies callers by querying their concerns
and connects them directly with the responsible service employee.

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