Spitch and Adnovum team up on voice bot for GVB

(CONNECT) Spitch and Adnovum - both based in Zurich - have launched a voicebot supported by artificial intelligence (AI). According to a press release, the Berna program is intended to simplify the claims recording process at Gebäudeversicherung Bern (GVB).

The AI-Voicebot is designed to enable fast customer service for call triage and claims recording. The program is able to distinguish and recognize different Swiss dialects and convert the spoken text into written German. Berna is also able to accept several hundred calls at the same time, according to the press release. If desired, the program can also connect callers with a human specialist.

The new solution can be particularly helpful in the event of major incidents. During the storm in the Bernese Oberland in August 2024, for example, more than 3,000 calls were received in a very short space of time. In addition to the damage that had already occurred, there were sometimes very long waiting times. "For us, it was crucial that in the event of a major loss event, the injured parties are not additionally burdened when filing their claim," Corinne Fleury, Innovation Manager at GVB, is quoted as saying in the press release. "The aim was to use an automated, flexibly scalable solution to take the pressure off our customer center and the specialist departments and avoid waiting times, even in the event of such major incidents. The solution created by Spitch and Adnovum also makes it possible to use guided dialogs and the structured recording of customer details to automatically create precise claims dossiers as a basis for further processing by specialists." ce/ww