94%

Accurate understanding rate

25.000 conversations

On average monthly basis

98%

Resolve rate

About Sompo Sigorta

Industry: Insurance

Company size: Enterprise > 1000 employees

HQ location: Istanbul, Turkey

Sompo Sigorta is a subsidiary of Sompo Holdings, a Japanese insurance company that operates in over 30 countries worldwide. Sompo Sigorta offers a range of insurance products, including auto, health, home, travel, and business insurance.

We can assist our customers 24/7 in all their processes through our digital platforms. Everything is excellent with this helpful team. Moreover, their CX and UX is just perfect fit for our requirements.

Gizem Karaer

Product Manager

What is next?

Vestel’s collaboration with Jetlink has created a significant transformation in customer engagement. The integration of Jetlink’s LLM RAG technology has made customer service more conversational and effective, enhancing customer satisfaction in both stores and digital channels. Vestel aims to further improve customer experience and maintain its leadership in the sector with these innovative solutions. This strategic partnership with Jetlink continues to set new standards for customer engagement in the Turkish e-commerce sector.

Solution

Sompo Sigorta implemented an AI-powered chatbot that uses natural language processing (NLP) and machine learning (ML) algorithms to understand customer inquiries and provide accurate responses. The chatbot was implemented on the company's website, mobile application, and internet insurance platform.

The chatbot was trained using historical customer inquiries and responses, as well as insurance-specific knowledge bases. The training data was continuously updated to ensure that the chatbot could handle new inquiries and adapt to changing customer needs.

Conclusion

Sompo Sigorta's implementation of an AI-based chatbot has resulted in significant improvements in efficiency, accuracy, and customer satisfaction. By automating simple inquiries and freeing up customer service representatives to focus on more complex inquiries, Sompo Sigorta has been able to improve its customer service operations while reducing costs. The success of this implementation demonstrates the value of AI-powered chatbots in improving customer service operations in the insurance industry and beyond.

The implementation of the chatbot resulted in several significant achievements, including: Improved efficiency:

The chatbot was able to handle a significant percentage of customer inquiries, freeing up customer service representatives to focus on more complex inquiries. On average, the chatbot was able to resolve 90% of inquiries without the need for human intervention.

Increased accuracy: The chatbot's understanding rate improved from 88% to 97% within a year of implementation, meaning that it was able to accurately understand and respond to a wider range of customer inquiries.

Reduced response times: The chatbot was able to respond to inquiries within seconds, significantly reducing response times compared to traditional customer service methods.

High resolution rates: The chatbot was able to resolve 99.73% of all inquiries it received, ensuring that customers received timely and accurate responses. Increased customer satisfaction: The chatbot received positive feedback from customers, with many stating that it was easy to use and provided helpful responses.

Achievements

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Sompo Insurance's
Sensei AI-Based Chatbot

In today's world, businesses are constantly looking for ways to improve their customer service, streamline operations and reduce costs. Sompo Sigorta, a leading insurance company in Turkey, recognized the need for a digital assistant that could help them solve customer inquiries through written channels. This case study outlines how Sompo Sigorta overcome this challenge and achieved significant success through the implementation of an AI-powered chatbot.