Zavarovalnica Triglav modernizes

customer service with Dynamics 365

and Azure OpenAI Service
Zavarovalnica Triglav is reimagining insurance workflows in Slovenia. By
implementing Dynamics 365 and Azure OpenAI Service, the insurer
streamlined its operations with automated responses and smart rerouting of
customer enquiries. The company also gained a 360-degree customer view,
enabling agents to serve its customers more effectively. Zavarovalnica
Triglav’s journey from manual work to AI-driven automation led to
significant time savings in manual work for its employees and enhanced
personalization for its customers.

Zavarovalnica Triglav
Country: Slovenia
Industry: Insurance
Customer size: Large (1,000 - 9,999 employees)
Zavarovalnica Triglav modernizes customer service with Dynamics 365 and Azure OpenAI
Service
Zavarovalnica Triglav is the leading insurance and financial group in Slovenia, with a
significant presence in South-East Europe. It provides a comprehensive range of services
including home, automotive and company insurance. ”We aim to deliver the best
customer experience, offering services in a fast and simple way, as well as giving them
the support they need,” shares Vladimir Nardin, Director of Communication Platform
Department at Zavarovalnica Triglav.

For years, the company used disjointed communication channels and relied on lots of
manual work to manage enquiries. To remain an industry leader, the company knew it
needed to consolidate all inputs, from the call center to emails, onto one platform. “By
doing this, we will be able to support customers more efficiently and streamline our
internal processes,” says Nardin. “To achieve that, we needed to leverage technology.”

A unified 360-view of the customer

The first step was implementing Microsoft Dynamics 365 to centralize operations and
customer interactions. “Before, our communication was scattered across different
platforms and channels, so it was very difficult to design personalized communication or
to segment customers for campaigns,” reflects Nardin. By centralizing communication,
transactions, sales, support tickets, and service level agreements (SLAs) within Dynamics
365, Zavarovalnica Triglav ensured a seamless workflow across its departments.
“We decided to focus on harnessing the out-of-the-box capabilities of Dynamics 365
Sales, Customer Service, and Customer Insights to streamline how we interact with
customers and manage internal processes,” explains Nardin. “Our staff will soon be able
to find all customer communication, and personal, transactional, and marketing data in
what we call a customer card,” Nardin shares. “We’ll be better equipped to support our
customers and design more personalized experiences for them.”
To make the most of this data, Zavarovalnica Triglav integrated Dynamics 365 with its
insurance enterprise resource planning (ERP) system. The system is connected with Azure
Data Warehouse and Azure Synapse to ensure streamlined data and analytics
capabilities.

Solving queries more efficiently

With a better handle on data, Nardin and his team considered leveraging artificial
intelligence to deliver seamless customer support with less effort. “We thought venturing
into AI was a worthy step since it offers natural language. It’s what we would like to have
with automation,” says Nardin.
But first, the company had to overcome the challenges of data security. “In an industry
like ours, data regulation is highly important. With the advice of Microsoft, we developed
our own chatbot using Azure OpenAI Service, rather than using solutions available
publicly,” explains Nardin. “This ensured our data was not accessible by third parties and
met the local regulatory requirements for data protection.”
Zavarovalnica Triglav modernizes customer service with Dynamics 365 and Azure OpenAI
Service
Training the bot on the company knowledge base, Zavarovalnica Triglav then began
using the bot to draft responses to enquiries. “When we receive a question, the Azure
OpenAI chatbot can automatically prepare answers based on general information. This
answer is checked by a customer support agent, who can make adjustments before
sending it,” explains Nardin. “Around 10% of queries are now answered like this, many of
which are common queries.”
For the 60% of queries not addressable by automated responses, Zavarovalnica Triglav
designed automated ticket routing to relevant departments. “This routing process used
to be done manually by agents, who had to read each query individually, browse the
knowledge database, and then forward the question to the right department, like claims
or legal,” explains Nardin. The company developed a system with Azure OpenAI Service
to review the content of the query and automatically direct it to the relevant department.
Nardin adds,” We have transformed how complex enquiries are managed, reducing the
need for manual intervention by about 50% for certain types of requests.”

“We have transformed how complex enquiries are managed,

reducing the need for manual intervention by about 50% for
certain types of requests.”—Vladimir Nardin, Director of
Communication Platform Department, Zavarovalnica Triglav

AI-generated transcripts and summaries

Zavarovalnica Triglav also uses AI for documentation, like transcribing and summarizing
customer communications. "We are required to record all communication with
customers and prepare a transcript and summary,” explains Nardin. “With Azure OpenAI
Service, this has been automated, resulting in a substantial decrease in manual work.”
Zavarovalnica Triglav aims to add even more nuanced information to these documents
in the future, through sentiment analysis and conversation quality checks.
“The AI initiatives have saved a significant amount of time spent on manual work,
enabling us to redirect efforts to more complex tasks and reduce response times for
common customer inquiries.” highlights Nardin.
Zavarovalnica Triglav modernizes customer service with Dynamics 365 and Azure OpenAI
Service

An even smoother customer experience

Aside from the customer support chatbot that assists agents, Zavarovalnica Triglav also
embedded a customer-facing chatbot on its website. The bot, built using Azure Bot
Framework and connected to Azure OpenAI Service, handles common customer policy
questions and assists customers through the claims process. “For registered users, the
chatbot relies on account information to provide personalized responses, such as policy
details and termination dates,” shares Nardin. “This brings customer experience to a
higher level.”
Finally, a voice bot for the call center is also in development. With it, Zavarovalnica
Triglav aims to offer automated, human-like interactions through speech. “Although it’s
still in testing, it's quite impressive. It's a human-like avatar connected to our knowledge
database, and customers will be able to talk to the bot in Slovenian,” remarks Nardin.
Looking ahead, Zavarovalnica Triglav will continue exploring new possibilities with AI to
enhance its operations and customer service. "For now, we are focused on using and
improving the chatbot. Recently, we developed a use case for sellers that simplifies
information retrieval and streamlines ticketing processes. This can improve the efficiency
for 600 sellers,” Nardin notes. “For us, it’s all about making work less tedious, and
customer experience more delightful.”

Products and services

Azure Data Warehouse
Azure OpenAI Service
Azure Synapse
Dynamics 365 Customer Insights
Dynamics 365 Customer Service
Dynamics 365 Sales
Microsoft Teams
Microsoft Teams Phone

To find more stories like this, visit the Microsoft global evidence website.

This case study is for informational purposes only.

MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Document published April 2024.