How Unigarant saves 15 hours a day and listens better with AssistYou

No hold music. No waiting. Just someone who’s ready to help.

From guessing games to real conversations

At Unigarant, personal contact is key. Especially when it comes to claims. Customers want to speak to someone. No forms. No friction.

But how do you keep that personal and efficient when hundreds of calls come in every day?

Then came September 2023. A wave of calls followed the announcement that fatbikes would no longer be insured. Customers had questions, concerns, and confusion. The pressure on the team skyrocketed.

Unigarant knew it had to be smarter. Stay personal without getting stuck.

The Digital Assistant takes over

The Digital Assistant at Unigarant handles identity verification, retrieves the customer file and gives the agent immediate context.

No more “What’s your policy number?” or “What was your date of birth again?”

Now it’s:
“Good afternoon, Ms Jansen. I see you’re calling about your claim.”

That’s not just friendlier. It’s faster too. The assistant understands the topic and can even handle full processes on its own, like cancelling a policy.

What it delivers

• Over 2,000 calls successfully processed each day
  
  

• 15 hours of time saved daily for the customer contact team
  
  

• More focus for agents on complex or sensitive cases
  
  

Analytics: from gut feeling to insight

When the fatbike communication launched, Unigarant needed to know what customers were actually saying. AssistYou Analytics delivered the answer.

Instead of manually listening to call recordings, the team got real-time visibility into every conversation. The software detected topics, sentiment and patterns. Within a day, it was clear that fatbike-related calls dominated. Some customers had received the wrong letter.

Unigarant adjusted immediately. Internal processes were fine-tuned, the FAQ updated and future customer communications were split into smaller batches.

Smarter after every conversation

AssistYou Analytics gives Unigarant clear insight into why customers are calling, where confusion happens, what questions remain unresolved and how communication can improve.

And those insights don’t stay on the shelf. The assistant keeps learning. When new topics come up, it adapts. This keeps the customer journey smooth and relevant at every step.

A powerful combination

The Digital Assistant makes calls faster and more personal.
AssistYou Analytics helps Unigarant learn and improve.
Together, they form a smart feedback loop. One handles the conversation. The other makes it better.

No menus. No hold times. No repeating your story.
Just clarity, speed and real attention.

Want to deliver service that really listens?
Discover how the Digital Assistant and AssistYou Analytics bring clarity, focus and real-time results to every conversation.
Book a free demo.