Generali Gestion Santé, the entity in charge on managing health expenses for Groupe Generali’s French customers, selected Orange Business Services to design a new customer relation management telephony system.
Generali chose an innovative system based on natural dialogue; an automated attendant welcomes callers, and easy questions, such as hours of operation, pricing, etc., are answered automatically. The caller can express himself naturally: the automate interprets his demand - whatever the words or expressions he uses – and is able to dialog shortly with him.
Generali is the first insurance company to install such a system. Henri Laurent, Generali Gestion Santé Director says: “The quality of customer’s service is a priority in the health insurance sector, where questions arising are numerous and manifolds. The telephone is the main entry point for our subscribers, and its management is a key performance factor for our group. Thanks to Orange Business Services advices, the number of calls successfully handled and call qualification have been significantly optimised”
