Technology

CSS: Chatting with an insurance bot

CSS Insurance is one of Switzerland’s leading health insurers with approximately 1.7 million people having placed their trust in CSS.

AI-Driven, Modular, Business-Ready Chatbots: The modern way of interacting with clients.

Technology

The challenge

An intelligent assistant for the clients

One step ahead of clients – that’s CSS’ vision. To do that, CSS needs to assist clients personally.  

CSS’ aim is to deliver the best possible customer experience. But how do you deliver relevant information to customers at any step of their journey in-line with business goals? That was the challenge a digital assistant had to solve.

The digital assistant needs to:

  • categorise customer intentions accurately
  • and offer personalised support to the user

While considering different ways of offering better information to customers, the idea of developing an intelligent assistant emerged at CSS.

AI-Driven, Modular, Business-Ready Chatbots

 

 

Kanton-zh

How we did it

Beyond traditional chatbots. An intelligent conversational UI

The intelligent assistant at CSS was designed around engaging users in dialogue.

  • The interface is pleasant and perfectly integrated into the website
  • The assistant reacts to user interaction and gives a lively impression due to mood changes (and color tones) in the design
  • Contextual help is offered within the content of the web pages

From a technical perspective the most critical requirements were to deliver suitable answers to any user questions and create a unique, authentic experience.

The goal is to personalise the experience even more moving forward.

  • A central, smart component is dealing with the surrounding systems in order to enrich the conversation with personalised content by using the detected context and following the highest privacy restrictions.
  • The intelligent assistant processes more data about the user from touchpoints going beyond the conversation with the user.

Continuous training data aggregation improves the AI with real-world data and enables better interaction with end-users.

Chat with SIA, the intelligent assistant of CSS

The result

Company

  • Seamless integration of middleware to manage UI, AI, and internal systems.
  • Backend delivery for conversational user interface, improving user experience.
  • Enhanced customer engagement by providing user-specific insurance information.
  • Dynamic content delivery integrated with Adobe Experience Manager (AEM).
  • Simplified maintenance and scalability through modular architecture.
  • Expanded AEM capabilities to support dynamic web content for improved interaction.

Technical

  • Middleware-driven architecture for decoupling systems, improving flexibility.
  • Advanced natural language processing through AI for better user interactions.
  • Integration with SolrCloud Search Engine for efficient data retrieval.
  • Backend connected to customer data APIs for personalized information.
  • Modular design streamlines future updates and system maintenance.
  • Extended Adobe Experience Manager (AEM) to deliver dynamic, personalized web content.

 

Technologies

Technologies

AEM

SolrCloud Search Engine

COMPLEX MADE SIMPLE

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