GUPI meets 1 out of every four customer requests at Groupama. While this automation solution reduces the additional workload of the agents, it ensures customer satisfaction by providing accurate information faster.
OF CUSTOMER REQUESTS
WITHOUT
LIVE AGENTS
FULL-TIME-EQUIVALENT
AGENT TIME
SAVED
OF CUSTOMER INQUIRIES DONE DURING OUT-OF-WORKING HOURS
“ Not only for our customers but also for our partners [brokers], we want to be accessible 24/7 and be able to respond to their inquiries fast. With the virtual assistant we developed with Sestek, we are improving the experience of our whole ecosystem.
Chief Technology Officer GROUPAMA TURKEY
Groupama Sigorta Turkey aimed to provide their customers a 24/7 accessibility, minimize waiting times and increase customer satisfaction through web and call center channels, but without increasing its operational costs.
Using Virtual Assistant technology, Groupama customers can now self-serve by interacting with GUPI as if they are talking or chatting with a live agent 24/7 with conversational AI.
Virtual assistants can respond to customer inquiries 24/7 and help save valuable agent time. Using Conversational AI, Virtual Assistants lead result-focused conversations with customers, increase self-service rates, and help decrease operational costs. The technology enables customers to interact with systems with voice, and this helps increase automation.
Groupama is a French insurance group headquartered in Paris with operations in 10 countries. The company is active in Turkey since 2009 and continues its progress with its constantly improving practices, quality management system, people-oriented approach, and business continuity policy.
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