Customer Service Automation
Generali Switzerland wanted to improve customer-facing insurance service by automating multilingual help with policy selection, customer questions, and claims assistance.
Reported impact
Generali launched a multilingual, customer-centric AI chatbot that supports policy selection, answers questions, and assists with claims across digital channels; the solution also received the ITC DIAmond Award.
Generali Switzerland deployed “Chatty” as an AI-based chatbot to automate and improve customer-facing insurance service on its website. The assistant was co-developed with startup Enterprise Bot and runs through an integration of DocBrain and ChatGPT, which the source says powers the bot’s generative AI and process automation. In practice, Chatty is the serving layer customers interact with to compare or select insurance policies, ask service questions, and get help in claims scenarios. Customer prompts submitted through the web channel are passed into the integrated AI stack, where ChatGPT generates conversational responses and DocBrain supports the bot’s operation, then answers are returned in the customer’s language. The rollout started on the German site in autumn 2023 and expanded to French, Italian, and English in early 2024. The source does not disclose storage, hosting, or model-governance details.
Customers interact with Chatty on Generali Switzerland’s website. Their requests for policy selection, service questions, or claims assistance are handled through an integrated stack using DocBrain and ChatGPT, which provide generative AI and process automation. The resulting answers are returned to the web chatbot in German, French, Italian, or English.
"Chatty" was also honoured during the ITC DIA Europe 2023 Conference in Monaco with the ITC DIAmond Award for offering a customer-centric solution based on the use of AI and automation.
Generali Switzerland began using the chatbot on its German website in autumn 2023, and it has also been available in French, Italian, and English since the beginning of 2024.
Its operation is made possible by integrating DocBrain and ChatGPT technologies.
Thanks to generative AI and process automation, "Chatty" provides customer support in selecting insurance policies, answers questions, and assists in case of claims.
“Chatty”, the new AI-based chatbot, launched by Generali Switzerland, and developed together with the start-up Enterprise Bot
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