“AI and Automation are certainly topics of today, and I believe sooner or later, everyone will have to implement it – so go for it with gusto! Once you dedicate enough time and have support from the provider, you will be impressed by the results and so will your customers.”
Generali Česká pojišťovna, one of the largest insurers in the Czech Republic, partnered with Daktela to deploy virtual assistant Leo, transforming its customer service through AI-powered chatbots and voicebots. The chatbot was introduced to handle up to 30% of conversations, while the voicebot replaced traditional IVR systems to improve routing and client verification.
The chatbot quickly reduced repetitive questions (e.g. branch hours, login help), streamlined operator tasks, and enhanced PR and brand image as a tech innovator. It now handles 62% of chats, automating up to 8,500 chats per month and saving 6 FTEs. Meanwhile, the voicebot processes 90% of selected calls, managing over 56,000 calls per month and saving a total of 6.8 FTEs across IVR, verification, and outbound campaigns.
Thanks to Daktela’s intuitive UI, Generali gained control over chatbot dialogues and internal admin without complex migrations. The project spanned ~18 months including Surfly co-browsing and ECE integration, with AI used in key use cases like insurance claims, contract cancellations, and identity verification.
Generali now sees virtual assistants not just as tools but as strategic assets driving automation, customer satisfaction, and operational efficiency—confirming Daktela as a key innovation partner in the insurance sector.
