The story begins in March 2017, during the first Foyer Hackathon, the annual innovation challenge of the Luxembourg insurance leader, whose theme that year was to improve the customer experience in the event of a damage. On this occasion, two teams devised and designed an instant communication solution for the customer, in order to help them in case of damage. Leonie was born.
by: Silicon Luxembourg
photo: Foyer Group
featured: Foyer’s and Chatlayer,ai’s teams
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A project aligned with Foyer’s innovation strategy
Following this competition, and as part of the group’s broader innovation strategy, Foyer teams took a closer look at the emergence of chatbots- robots that, using technologies linked to artificial intelligence. Chatbots allow a user to quickly find answers to simple questions using an online chat window. To develop these skills, Foyer has formed a partnership with Chatlayer.ai, a startup active in the Benelux region and specialized in linguistic design and development of conversational bots.
As the first client of the start-up in Luxembourg, Foyer is delighted with this collaboration, a partner that offers many references, but also an in-depth knowledge of the language issues specific to the Benelux markets. Foyer was also keen on receiving the support offered by Chatlayer.ai, which is particularly didactic and allows its employees to acquire basic knowledge and a certain autonomy in this field.
“Our multi-lingual chatbot & voicebot platform, together with the great agility of the Foyer team, have resulted in the launch of chatbot Leonie in less than 3 months.”
Leonie, the internal chatbot…
Being able to communicate easily with its clients on simple subjects and in natural language is perfectly in line with Foyer’s desire to be customer-centric. With a view of developing such a project, Foyer launched an internal pilot in October 2019 to familiarize itself with the basics of this technology.
“Chatlayer.ai is proud to be working with Foyer as their first client in Luxembourg. Our multi-lingual chatbot & voicebot platform, together with the great agility of Foyer’s team have resulted in the launch of chatbot Leonie in less than 3 months,” says Rick van Esch, Chatlayer.ai Chief Commercial Officer.
Leonie is now more than just a robot. With a response rate of around 80%, she assists all Foyer Group’s employees with many issues related to day-to-day personnel management: working hours, holidays, parking, extra-legal benefits, etc., while freeing HR teams from simple and repetitive tasks. In view of the growth in the Group’s staff in recent years, the Human Resources department is increasingly being used. This subject was therefore chosen for a full-scale test.
“We were able to develop our first internal chatbot in a very short amount of time, which offers us multiple possibilities of extension to our agents and customers in the coming months.”
24/7 availability, speed, efficiency and quality, this chatbot offers great prospects for the future. With this new knowledge, Foyer intends to take inspiration from Leonie in order to develop similar tools for its customers and agents, starting in 2020.
“In our reflections on chatbot technology, it was important for us to acquire real skills, which our partnership with Chatlayer.ai clearly brought us. Thanks to this, we were able to develop our first internal chatbot in a very short amount of time. This offers us multiple possibilities to bring to our agents and customers in the coming months,” concludes Manuel Kauffmann, Foyer’s IT Correspondent for the Business.