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IBM Financial Services Poland

Generali Poland

Customer Service Automation

Generali Poland wanted to reduce the time customer consultants spent on repetitive policy and claims questions so it could answer common requests faster and free staff for more complex cases.

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120 person-hours monthly
2.5 times more customer interactions
more than 97 percent of customer conversations

Reported impact

Business outcome

Generali Poland automated most customer conversations, reduced consultant workload and improved customer-service efficiency while preserving a path to broader digital support.

  • Customer Experience
  • Productivity Improvement

Solution

Generali Poland worked with TUATARA to launch Leon, a virtual assistant built with action.bot on top of IBM watsonx Assistant. The assistant was trained on contact-center data and designed to handle common insurance questions about claims, damages, policies and related requests. In the implemented workflow, customers interact with Leon through the insurer’s website, where the assistant can resolve standard scenarios automatically and escalate conversations it cannot answer to human specialists. The architecture gives Generali a 24x7 digital support layer while keeping a path to deeper back-end integration so Leon can eventually access policy numbers or claims status from internal systems. By moving routine customer support into a governed conversational AI channel, Generali Poland improved self-service rates and created more time for human consultants to focus on nuanced or higher-value interactions.

Data flow

Customer questions are submitted through Generali Poland’s website, interpreted by Leon using watsonx Assistant and action.bot, answered automatically for common scenarios and escalated to consultants when more complex support is needed.

Solution architecture

2 components · 2 layers
  1. Serving
    • IBM watsonx Assistant Powers the natural-language understanding and customer-service dialogue behind Leon.
  2. Orchestration
    • action.bot Provides the TUATARA-built chatbot framework used to deploy Leon for Generali Poland.

Architecture clues

  • Built by TUATARA with action.bot on watsonx Assistant
  • Leon is available 24/7 on the insurer’s website
  • Planned expansion includes deeper internal-system integration

Evidence from the source

Generali Poland had registered 2.5 times more customer interactions with the chatbot than on previous chats with human consultants.
Generali Poland works with TUATARA to build a virtual assistant powered by IBM watsonx that automatically answers 97% of customer queries.
Today, Leon handles more than 97 percent of customer conversations, without requiring any redirection to human agents.
Transparency Evidence & methodology 90/100 reference value · 84% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value90/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact15/25
    1 metric describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence84%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence15/20
    3 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. IBM

    Generali Poland customer story

    First-party
    https://www.ibm.com/case-studies/generali-poland
    Source type
    Vendor-published customer story
    Published
    May 14, 2024
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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