Let AI handle routine requests:
certificate issuance, due date tracking, claims reporting, or policy adjustments
Provide instant, 24/7 responses:
even outside business hours
Deliver seamless and consistent omnichannel journeys:
from policy onboarding to claims processing, offer a personalized customer experience
Direct each policyholder to the right contact:
depending on their request, they are routed straight to their client portal or a specialized advisor
Free your teams from low-value tasks: let them focus their expertise on sensitive cases or complex claims
As policyholders increasingly expect fast, simple, and always-on communication, the AI agent emerges as a practical solution to transform customer relations in insurance and meet the challenges of an ever more demanding service environment:
- Automatically handle high volumes of requests related to policies, claims, or certificates while ensuring speed and reliability
- Ensure continuous service availability outside standard hours (evenings, weekends, public holidays) without overburdening insurance advisors
- Centralize customer requests from multiple channels (policyholder portal, phone, email, chatbot, etc.) to ensure better follow-up while streamlining contact journeys
- Relieve teams from repetitive or low-value tasks, allowing them to focus on more complex, high-impact cases (claim, accident, sensitive case...)
- Improve responsiveness on sensitive files by freeing up time for claims managers and advisors
Amid call surges, urgent reimbursement requests, and rising policyholder expectations, internal teams are under pressure. By automating simple requests and orchestrating all contact points across channels — through a conversational agent, a visual IVR, or a mailbot — artificial intelligence helps reduce channel congestion, speed up responses to policyholders, and ensure consistent service quality. Reimbursement tracking, real-time display of processing times, and automated card issuance requests all contribute to smoother operations and better resource allocation for more complex cases.
The result: a more seamless relationship, enhanced support for complex issues, and continuous accessibility across all channels at every stage of the policyholder journey.
Simple and repetitive tasks are automatically handled by the conversational and orchestrator AI agent, which understands the policyholder’s intent and retrieves the right information from tools such as the contracts, CRM, or knowledge base. Human advisors can then focus where their input is truly essential: complex cases, sensitive situations, and personalized support. Artificial intelligence also assists advisors on a daily basis through tools designed to streamline interactions: the mailbot sorts and prioritizes incoming messages while suggesting relevant responses, and the augmented advisor agent analyzes conversations in real time, suggests tailored phrasing, and generates clear summaries after each interaction.
Context retrieval, detailed policy breakdowns, and automated summaries make each exchange more relevant, with fewer manual operations, greater added value and reachability for both advisor and policyholder.
The conversational AI agent orchestrates interactions and adapts the contact journey. It guides the policyholder to the right channels based on the context of the request whether it involves personal data, sensitive documents, or high-value exchanges while ensuring full GDPR compliance. Each step of the journey is designed to build trust: session security, tailored redirection based on needs... all while ensuring a trustworthy, reliable, and explainable AI.
This level of fluidity and protection encourages self-care adoption and enables policyholders to become more autonomous without ever compromising their trust.
Designed for the real-world demands of the insurance sector, this artificial intelligence solution accurately interprets user intent, contextualizes responses, tracks performance, and relies on proven technological components: trusted AI, RAG engine, NLU... Seamlessly integrated into your business tools (CRM, CCaaS, IT systems), it adapts to your infrastructure and effortlessly scales to meet rising volumes of requests. With the Augmented Advisor and centralized interaction history, insurance service teams can handle complex requests faster. Suggested replies, quick access to relevant data, and synthesized interactions all contribute to higher quality exchanges.
A technological support that empowers advisors, enhances reachability, streamlines the policyholder experience, and encourages the adoption of digital solutions.
Covéa adopted artificial intelligence to streamline its customer interaction flows and efficiently handle spikes in demand. With smart orchestration of communication channels and automation of simple requests, policyholders benefit from faster responses, while teams can focus on complex cases. The result: a smoother, more responsive customer experience, aligned with the operational demands of insurance services.
AXA Assistance Santé leveraged DialOnce's digital solutions to enhance accessibility and streamline customer interactions. By integrating a visual IVR and intelligent automation, they redirected a portion of calls to self-service options, providing 24/7 availability and reducing wait times. This approach not only improved customer satisfaction but also optimized operational efficiency, ensuring a seamless experience for policyholders.
"Thanks to our collaboration with DialOnce, at GMF, we now provide our clients with immediate and tailored solutions, thus avoiding any feeling of abandonment or discouragement."
"We really liked the DialOnce project, because we really transformed the inbound call into a digital device with a remarkable level of efficiency!"
"The solution is still active today, we implemented this path based on our voice response time, call rates and available resources."
For your teams, it’s not just about a chatbot, but a strategic tool designed to profoundly transform customer relationships. Our approach is built around three key pillars, supported by over 10 years of French expertise:
Our AI agents do more than just respond, they understand, analyze, and act. Present across all channels, they integrate seamlessly with your business tools to automate tasks, route requests, and qualify interactions in real time.
Your customer journeys are no longer static. They continuously evolve thanks to AI that understands intent, adapts responses, and learns from every interaction. The result: a more responsive, accurate, and human customer experience.
Every insurer has its own constraints, priorities, and audience. That’s why we co-design customer journeys that integrate seamlessly with your tools, align with your teams, and are tailored to your policyholders. A custom-built approach, designed to last and evolve with you.
