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Success stories
How "Leonie" improves customer experience and operational efficiency at Generali Switzerland
Smarter call routing, higher efficiency & more satisfied customers thanks to AI
About the customer
At a glance
Generali Switzerland is a leading insurance company that serves almost 1 million customers in the three national languages as well as English. With more than 300 employees in customer service, the company handles over 1.6 million calls and countless emails and written inquiries every year. Generali relies on digital innovations to meet increasing demands and work efficiently at the same time.
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Client: Generali Switzerland
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Solution: AI-supported Swiss German voicebot "Leonie"
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Technology: Luware integration for call forwarding
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Goal: Automated customer interactions, optimized routing, fewer misdirected calls
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
The challenge
Generali Switzerland's customer service was very busy as the old IVR system (press "1" for..., press "2" for...) was no longer working efficiently. Customers had to navigate through complicated menus, which often resulted in them choosing the wrong options or simply pressing random buttons to be connected to a contact person. Generali was looking for an intelligent AI solution that would simplify call routing and improve customer satisfaction.
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30% of calls were forwarded incorrectly → high internal effort
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Long waiting times → increasing frustration
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Many internal referrals → Lower employee efficiency
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
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The solution
Leonie - the Swiss-German AI voicebot
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How it works
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How it works
- Step 1: The customer calls → Luware recognizes the language setting
- Step 2: The call is forwarded to Leonie
- Step 3: Leonie understands the request (e.g. change of address, damage report)
- Step 4: AI forwards the call directly to the right department via Luware
Heading 1
with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Heading 1
with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
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The impact
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The impact
- No more complicated IVR menus - customers can simply speak naturally
- High recognition accuracy (97-98%) - less need for manual intervention
- Faster response times - calls are routed to the right place within seconds
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Testimonial
What our customer says
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"Leonie has fundamentally changed the way we handle calls. The AI immediately recognizes the callers' concerns and forwards them to the right place. This saves a huge amount of time and noticeably improves customer satisfaction."
Luis Bosshard
Director Customer Care Center Non-Life, Generali Switzerland
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Future outlook
Leonie to be further expanded
Generali is already planning the next expansions for Leonie:
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Expansion to all three national languages and English -
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Automation of other self-service functions (e.g. policy changes, document orders) -
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Further development of AI models for even more precise speech recognition
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Effects on the business
The most important results & the
added value for Generali
22%
Fewer misdirected calls
3%
Better accessibility for customers
98%
Speech comprehension accuracy
More efficiency in
customer service
Significantly shorter
waiting times
Shorter waiting times → faster processing of requests
Improved
customer experience
Customers no longer have to click through IVR menus
Direct forwarding saves
valuable time
Leonie understands Swiss German and High German perfectly
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Ready for the future of customer interaction?
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