Contact
Challenge
More speed by optimized routing
The e-mail processing of IKK classic is extensive. With the help of an NLU solution (Natural Language Understanding) by VIER Cognesys, the routing of requests could be optimised and the processing time significantly reduced.
Solution
Concern recognition using NLU
IKK classic uses the semantic NLU platform by VIER Cognesys to recognise 17 specific customer concerns of the e-mail enquiries and thus optimise the distribution of enquiries to the right contact persons in each case.
The semantic analysis of concerns and the extraction of metadata such as insurance number, e-mail address, telephone number, pension insurance number, etc. enables a pre-selection of incoming messages according to topics, the allocation to the responsible contact persons and the filing in the customer history.
Recognised are for example topics such as:
- Family insurance (registration/cancellation),
- Data maintenance (e.g. sending in of training certificates),
- Incapacity to work / wage compensation (sending in sick notes), etc.
IKK classic uses the semantic NLU platform by VIER Cognesys to recognise 17 specific customer concerns of the e-mail enquiries and thus optimise the distribution of enquiries to the right contact persons in each case.
The semantic analysis of concerns and the extraction of metadata such as insurance number, e-mail address, telephone number, pension insurance number, etc. enables a pre-selection of incoming messages according to topics, the allocation to the responsible contact persons and the filing in the customer history.
Recognised are for example topics such as:
- Family insurance (registration/cancellation),
- Data maintenance (e.g. sending in of training certificates),
- Incapacity to work / wage compensation (sending in sick notes), etc.
Benefits
Shorter processing times, more customer centricity
Thanks to the intelligent, fast recognition of concerns and the optimised routing for processing, the insurants receive feedback on their concerns much faster than was previously possible. The average processing time fell by about 50 per cent per e-mail just two months after the introduction of the solution. "The employees who previously had to take care of these routine tasks can now live customer centricity even more thanks to the successful automation," sums up Catrin Hippler, head of the customer division at IKK classic.
At a glance
IKK classic uses VIER Semantic Intelligence
17 customer concerns
are recognised automatically.
50% less handling time
due to optimised routing of requests.
700 employees
live more customer centricity.
About IKK classic
With more than three million insured persons, IKK classic is the leading company in the health insurance sector for craftspeople and one of the large health insurance companies in Germany. IKK classic has around 8,000 employees at 160 locations throughout Germany. Its budget is over 12 billion euros.
About IKK classic
With more than three million insured persons, IKK classic is the leading company in the health insurance sector for craftspeople and one of the large health insurance companies in Germany. IKK classic has around 8,000 employees at 160 locations throughout Germany. Its budget is over 12 billion euros.
About VIER Cognesys
VIER Cognesys is a software company based in Aachen, Germany, that develops solutions for speech and text-based applications. With the help of our unique semantic NLU platform, we can tell you exactly how satisfied your customers are, understand and answer emails from customers. Whatever you express in speech or writing, our systems can implement.
About VIER Cognesys
VIER Cognesys is a software company based in Aachen, Germany, that develops solutions for speech and text-based applications. With the help of our unique semantic NLU platform, we can tell you exactly how satisfied your customers are, understand and answer emails from customers. Whatever you express in speech or writing, our systems can implement.
