Topdanmark employs robot in customer service

Chatbots can make life easier on both employees and customers. Topdanmark was among the first to apply the technology with the chatbot, Globus, which answers 80 % of the inquiries coming from customers regarding travel insurance.

Chatbots can make life easier on both employees and customers. Topdanmark was among the first to apply the technology with the chatbot, Globus, which answers 80 % of the inquiries coming from customers regarding travel insurance.

Globus has the answer

A chatbot is a piece of software for artificial intelligence (AI) that you can write or talk to via applications, websites, mobile apps or telephone. Even though we prefer to guide and help our customers personally, there are some situations in which it makes sense to let technology get a word in.

For example, outside opening hours when customers are on the other side of the world in another time zone and need a quick answer to how there are covered. Or in the holiday season when many customers typically ask the same questions regarding travel insurance, and there can be a telephone queue.

Now the customers can get an immediate answer on the approximately 200 most common questions regarding travel insurance by asking Globus the chatbot.

“Am I covered on my skiing holiday?” “What if I need a doctor when abroad?” and around 198 other things that are nice to know when packing your suitcase.

"Globus answers a lot of questions, and the only problem is that it cannot answer the telephone. However, we are working on plugging Globus to a Google Assistant, thus it can actually answer the telephone"
LINEA SVENDSEN PRODUCT OWNER, CONVERSATIONAL AI I TOPDANMARK



Facts

Topdanmark’s chatbot, Globus can answer the customers’ questions on travel insurance. The first experiments began in 2016, and the latest version was launched in December 2018 and gets upgraded in monthly intervals.

Always at work

Topdanmark started experimenting with chatbots in 2016 when the customers could have a simple dialogue with a chatbot via Facebook Messenger. Today, Globus is integrated on the Topdanmark website, and the service has become a popular employee that talks to the customers around the clock.

In the latest version, Globus not only answers general questions, but it can also answer the individual customer and upgrade the insurance e.g. if the customer needs cover for skiing. This is possible due to an initial NemID log-in. This has made Globus even smarter and more accurate. Then the employees can spend more time on the important relations and thus create security and provide even better customer experiences.




The robots are coming

As is the case with analogue employees, the chatbots are becoming better and better. In the first three years, our Chatbot has developed a lot –lately, Globus has also learnt to answer questions on motor insurance. On an on-going basis, chatbots will be implemented and cover more areas within Topdanmark, and in the long-term we plan for Globus answering telephone calls.

 




KEY FIGURES

  • 80 %
    of questions

    asked on travel insurance, Globus can answer

  • 500
    answers

    Globus can perform in the latest version

  • 3
    years

    Topdanmark has worked with chatbots

Do you want to join the best workplace in Denmark?

See our vacant positions