AXA Insurance Boosts Self-Service with Conversational AI

Using Conversational AI technology, AXA Turkey developed the AXA Bot, a cutting-edge self-service bot to serve its customers. The bot offers seamless and quick service on a 24/7 basis through the customers’ preferred digital channels, providing an improved experience. In addition to enhancing customer satisfaction, AXA Bot also drives efficiency by cutting operational costs by decreasing the need for live agents.

90%

Customers served by AXA Bot instead of live agents

32%

Inquiries submitted during out-of-working hours handled by AXA Bot

Industry

Insurance

Company size

Enterprise

"Sestek’s data-driven analysis helped us understand customer needs better and create the most accurate customer experience in a way that improves processes and ensures quality."

AXA Turkey

The Challenge

AXA Turkey aimed to enhance customer experience by increasing automation of the self-service process. They needed a solution that was accessible 24/7 and let customers self-serve via their preferred channel with almost zero waiting time. The solution also aimed to cut operational costs by performing tasks in digital channels instead of expensive call center channel.

The Solution

AXA Turkey utilized Sestek’s virtual agent technology to create the AXA Bot, providing customers with automated self-service. With the use of Conversational AI, customers were able to self-serve 24/7 by interacting with the bot as if it were a live agent. This enhanced the customer experience by offering faster and easier access to services. Furthermore, the shift towards digital channels improved efficiency and reduced call center operational costs. The solution currently serves on the website, and soon to be deployed on the WhatsApp channel.

Company name

AXA Insurance

Company size

Enterprise

Pain point

Low self-service automation

Sestek product used

AI Agents

About company

AXA Turkey, also known as AXA Sigorta, is a premier insurance company in Turkey. With 9 regional and 3 representative offices across Turkey and Cyprus, a headquarters in Istanbul, and almost 1,000 employees, AXA Turkey operates with a strong presence. Today, 50 million individuals and commercial enterprises around the world trust AXA to protect their families, employees, and assets, as well as manage their personal and commercial wealth.

Summarize with AI

More success stories from SESTEK

TUR Assist Elevated Quality Management with Analytics

A leading provider of Assistance services in the Insurance, Automotive, and Banking sectors, TUR Assist, enhanced performance evaluation and customer experience with SESTEK’s Automated Quality Management.

Arçelik Hits 70% autonomous call resolution with SESTEK Agentic AI

A global leader in home appliances and consumer electronics, Arçelik, manages high volumes of customer service calls across multiple markets every day. With SESTEK's Agentic AI, Arçelik built a scalable model that automates routine calls while keeping the human touch that defines its service.

How Hepsiburada Increased QM Efficiency at Call Center

As a leading e-commerce company in Turkey, Hepsiburada brings together more than 200 million product varieties in over 30 categories. Hepsiburada implemented SESTEK’s Automated Quality Management to improve agent performance for a customer-centric approach at the call center.

Immigration Office Empowers Multilingual Call Center With AI

Using AI-powered conversational technologies by SESTEK, the Directorate of Immigration Management improved caller experience by presenting speech-enabled IVR navigation in 7 different languages.

Leading E-retailer Maximized Call Center Performance with Speech Analytics

Teknosa leads the technology retail sector in Türkiye with a diverse range of products, from electronics to home appliances, delivering innovative, customer-focused services. Teknosa enhanced its call center performance by using speech analytics and automated quality management (AQM) solutions.

ING Turkey Automates Collection Calls with Conversational AI

ING Turkey is the 1st bank to use Conversational AI in collection call process in Turkey. Using Conversational IVR technology, ING Turkey digitizes the customer experience and benefits from automation to reduce agent workload.

TEB Increased Call Completion Rates By Conversational IVR

Formerly, a BNP Paribas Joint Venture, Turkish Economy Bank (TEB) is one of Turkey’s oldest financial institutions. TEB needed to increase the efficiency of its customer interaction center with more than 500 agents. They were looking for automation solutions to help agents with the high volume of incoming calls.

Garanti BBVA Securities Increased Service Quality with Conversational AI

Garanti BBVA Securities implemented a voice-enabled IVR system using Conversational AI technology in their customer service channel. The system has over 200 self-service menus that guide customers accurately and efficiently to the services they need without the assistance of live agents. This advanced technology handles more customer queries and provides an improved self-service experience that enhances customer satisfaction.