VIRTUAL ASSISTANT CASE STUDY

SERVING CUSTOMERS 24/7 WITH VIRTUAL ASSISTANTS

THE CUSTOMER

Groupama, a French insurance and pension company is the 2nd largest mutual insurer in the world and has been operating in Turkey since 2009.

THE CHALLENGE

Groupama aimed to minimize customer waiting times and increase customer satisfaction by providing 24/7 service through web and IVR channels without increasing its operational costs.

THE SOLUTION

Groupama developed the digital assistant called GUPI in collaboration with Sestek. Thanks to Sestek’s Conversational AI solutions, Groupama customers now can self-serve by interacting with GUPI as if they are talking to a live agent 24/7.

groupama-sanal-asistan-gupi

quote-leftNot 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 TR

The Results

FASTER &
MORE ACCESSIBLE
CUSTOMER
SERVICE
24% OF
CUSTOMER
REQUESTS
ANSWERED
BY GUPI
PERSONNEL
COST SAVING
OF
3 AGENTS

Groupama is a French insurance group headquartered in Paris with operations in 12 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.

ABOUT VIRTUAL ASSISTANTS

Virtual Assistants enable companies to listen, understand and answer customers’ needs through an intelligent and intuitive conversational interface. Using Conversational AI, Virtual Assistants lead result-focused conversations with customers, provide them 24/7 self-service, and help decrease companies’ operational costs.

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