Challenge
Generali faced growing customer demand and an increasing number of chat and phone enquiries. Manual processes slowed response times, so the company sought AI-driven automation to streamline communication and improve service quality.
Generali Česká pojišťovna, in collaboration with Daktela, implemented an AI chatbot and voicebot named “Leo.” Thanks to intelligent automation, it now handles more than 60% of chat requests and 90% of phone inquiries, helping the company save capacity equivalent to up to 12.8 full-time employees.
Generali faced growing customer demand and an increasing number of chat and phone enquiries. Manual processes slowed response times, so the company sought AI-driven automation to streamline communication and improve service quality.
Daktela implemented AI-powered chatbot and voicebot solutions integrated with Generali’s systems. Leo now assists with client verification, document uploads, payments, and policy changes—reducing call transfers and enhancing customer self-service.
“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.”
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