Unigarant & AssistYou: Human Warmth at Digital Scale with Conversational AI
When customer contact volumes grow, keeping interactions personal becomes essential, especially in the insurance sector, where situations can often be emotional or urgent. Since 2020, Unigarant and AssistYou have shared a mission: to make automation feel just as warm and human as traditional service.
At the Frankwatching Conversational Conference 2023 in Utrecht, the two teams showed how conversational AI can bring efficiency and empathy together.
A Digital Host built for natural, effortless communication
The Voice AI assistant helps customers file claims, check policy details, or cancel insurance through natural conversation.
No IVR menus. No button-pressing. Customers simply speak.
The results Unigarant achieved
70% of cancellations handled automatically
Customer satisfaction of 8/10 for fully automated calls
Agents freed up for complex or emotional cases
A partnership growing since 2020
Over time, AssistYou and Unigarant refined the digital host step by step, improving intent recognition, adding new use cases, and strengthening customer journeys through analytics.
This long-term collaboration has allowed Unigarant to scale automation without losing the warmth and clarity customers expect.
Helping analysts understand real customer language, even “dongle chaos”
During the conference, the teams illustrated how customers often use very different words for the same thing.
A clear example was the driving-style dongle, a small device used in some insurance products.
Customers described it as:
“dat dingetje in mijn auto”
“de tracker”
“rijstick”
misspellings such as “dongel”
AssistYou Analytics uses Query Expansion, which trains the underlying model on real customer conversations so it can automatically recognize synonyms, variations, and misspellings.
This ensures analysts always see the full picture, even when customer language varies widely.
Data that drives continuous improvement
With Speech Analytics, Unigarant gains insight into call topics, customer sentiment, and friction points.
These insights support clearer communication, more efficient processes, and proactive improvements in customer service, all while maintaining an approachable, human tone.
