The Client
CNP Vita is an Italian life insurance company within one of Europe's major insurance groups. Since January 2024 it has run a conversational AI agent in front of its customer service operation. This is a European deployment by Vection Technologies, DXLabs' parent company. DXLabs brings the same platform and patterns to ANZ.
The Challenge
Life insurance service traffic is dense with routine: policy lookups, document requests, status checks, how-to questions. Each one is simple, the volume is not, and every routine contact was landing on the same team that handles surrender requests, claims conversations and vulnerable customers.
What ran
An Algho-based conversational agent answers routine policy and service questions, retrieves the right documents and procedures, and screens first-level requests, escalating to a person with full context when judgement or sensitivity is required.
The results
In its first two years the agent reduced the service workload by 40 percent, handling 80 percent of routine tasks independently across 54,000 interactions and 232,000 requests at 97 percent accuracy, returning 3,208 staff hours and around EUR 96,000 in operating costs.
Key Facts
See more of our work in Insurance →
What This Demonstrates
Let's talk about your version of this.
Every engagement starts with understanding the problem. If something here resonates, we'd like to hear about yours.