Three years ago, HDI started the “MAP Centre”. The abbreviation stands for “Monitoring and Analysis of Processes”. This is a system that allows HDI to visualise information and processes also when the moment of truth comes and HDI customers have an accident. A series of large screens display all the information and processes that are generated at the start of the customer journey and this plays a key role in ensuring a good customer experience through all the processes: customer service in the “Contact Centre”, adjusters involved in settling the claim and information about repairs for the car. The “Map Centre” allows employees at HDI Seguros to take decisions efficiently that are in the customer’s best interest. All this work has paid off! Since the “MAP Centre” was rolled out, HDI has succeeded in increasing the Net Promoter Score used by the company to assess customer satisfaction by 30 percent.
Artificial intelligence in a conversation with the client is a big step forward in the process of transforming our organization. VoiceBot is a technologically advanced solution based on AI methods and techniques for recognizing and understanding human speech. Speech-to-text is the bot’s hearing. Detecting intentions is his intelligence. And the synthesis of human speech is his speech. The solutions used in these elements successfully equal those used by innovation giants such as Amazon, Apple, Google or Samsung. However, it is the first solution with such advanced technology on the Polish market. Our assistant does not limit himself to a short conversation in the form of a question and answer, but talks with the client for a few minutes and gathers substantial information during the conversation. The primary purpose was to optimize the consultant’s conversation time with the client. The ultimate purpose is to automate receiving client’s notifications. Thanks to VoiceBot, a contact centre consultant saves 30 percent of his conversation time. To date, VoiceBot has carried out over 100 thousands conversations. Importantly, the clients appreciate the interaction and rate the new process positively.
Further information on the strategy can be found here.
Note: Solvency II ratio does not contain the effect of transitional measure
Note: Targets are relevant as of FY2019. EPS CAGR until 2022 (base level: original Group net income Outlook of ~EUR 850m for 2018). The risk-free rate is defined as the 5-year rolling average of the 10-year German Bund yield. Targets are subject to large losses staying within their respective annual large-loss budgets as well as no major turmoil on currency and/or capital markets.