Because customers often contact us with the same kind of requests, we have been able to achieve greater business efficiency by driving a number of these queries to Zuri. In addition to the positive response from our customers, Zuri has helped us to offer 24×7 support to complement our HelpPoint timings and ensure we are there when our customers need us the most. Zuri will become an even more important member of our team as we extend the channels and use cases that she is able to handle.
— Mark Cady, Head of Operations, Zurich International
Zurich Middle East is part of Zurich Insurance Group, one of the world’s largest and most experienced insurers. Customers have trusted Zurich Middle East for almost 30 years to protect their futures and provide financial security for their families and businesses. Zurich Middle East is regulated by the UAE Insurance Authority, Central Bank of Bahrain and Qatar Financial Centre Regulatory Authority.
Zurich Insurance receives large volumes of queries and service requests from customers, who expect immediate answers and instant resolution of issues.
The key objectives of the IVA included:
Haptik built an IVA for Zurich called ‘Zuri’ which helped them: