AI chatbot to reduce support requests (German only)

When service determines customer retention

Today, customers expect high-quality service as a matter of course, with problems solved instantly around the clock. AdmiralDirekt’s more than 360,000 customers no longer want to search through subpages for information or read long documents. They want to ask directly and get an answer in real time.

In the highly competitive automotive insurance market, this is crucial; if customers aren't well served, they switch providers—the barrier to doing so is low. At the same time, around 70% of inquiries are recurring informational questions. This consumes a lot of time that the service team could better spend on more complex issues. This led to three goals for the solution:

1. Immediate answers, even outside regular service hours
2. Automated responses to recurring inquiries
3. Handling growth and peak times without additional service staff

From 28% to 63% automation with moinAI

The AI assistant identifies customer concerns directly from their messages. It draws on an extensive knowledge base of answers and resolution processes, covering topics such as "claim status," "insurance confirmation (eVB)," "registering an additional driver," or "premium discounts." If it doesn't find a suitable answer, the system bundles these inquiries by topic. This allows for the targeted creation of new answers, steadily increasing the level of automation.

Four factors tipped the scales in favor of the moinAI solution:

• Full service: Proactive support and ongoing development by the moinAI team.
• Steadily increasing automation: Knowledge gaps are automatically identified and closed step by step.
• Transparent pricing: A pricing model that is economically sound and predictable.
• Legally compliant: GDPR-compliant, made & hosted in Germany.

Since the project began in November 2018, the AI assistant has conducted around 300,000 conversations. It started with an automation rate of 28%, which now averages 63%. More than half of all inquiries are resolved completely, without redirection or manual intervention.

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This case study shows how AdmiralDirekt has been using moinAI for over seven years to build a customer service experience that helps customers instantly while providing long-term relief for the service team.

Learn, among other things:

• Why good service in car insurance is the key to customer loyalty
• How AdmiralDirekt has more than doubled its automation rate since 2018

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• How AdmiralDirekt is noticeably increasing availability in the fourth quarter
• How AdmiralDirekt is growing without hiring additional service staff
• What insights the AI assistant provides into customer needs