Customer Service Automation
Zavarovalnica Triglav's journey from manual work to AI-driven automation led to significant time savings in manual work for its employees and enhanced personalization for its customers.
Reported impact
By implementing Microsoft Dynamics 365 and Azure OpenAI Service, the insurer streamlined its operations with automated responses and smart rerouting of customer enquiries.
Zavarovalnica Triglav built its Microsoft solution to improve customer-service and conversational-support workflows. Zavarovalnica Triglav's journey from manual work to AI-driven automation led to significant time savings in manual work for its employees and enhanced personalization for its customers. Key components included Azure OpenAI Service ran model inference or heavy processing, and Azure Synapse Analytics held and organized governed data. Operational data flows into Azure Synapse Analytics, where Azure Synapse Analytics applies transformations and business logic before Dynamics 365 Customer Insights delivers governed insights to teams across Zavarovalnica Triglav. The stack stayed governed and extensible on Microsoft. By implementing Microsoft Dynamics 365 and Azure OpenAI Service, the insurer streamlined its operations with automated responses and smart rerouting of customer enquiries.
Operational data flows into Azure Synapse Analytics, where Azure Synapse Analytics applies transformations and business logic before Dynamics 365 Customer Insights delivers governed insights to teams across Zavarovalnica Triglav.
"With Azure OpenAI Service, this has been automated, resulting in a substantial decrease in manual work." Zavarovalnica Triglav aims to add even more nuanced information to these documents in the future, through sentiment analysis and conversation quality checks.
By implementing Microsoft Dynamics 365 and Azure OpenAI Service, the insurer streamlined its operations with automated responses and smart rerouting of customer enquiries.
The company developed a system with Azure OpenAI Service to review the content of the query and automatically direct it to the relevant department.
With the advice of Microsoft, we developed our own chatbot using Azure OpenAI Service, rather than using solutions available publicly," explains Nardin.
Zavarovalnica Triglav's journey from manual work to AI-driven automation led to significant time savings in manual work for its employees and enhanced personalization for its customers.
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