Success story
Revolution in customer service at the AOK
Find out how AOK Rheinland/Hamburg is optimizing its customer service with the AI-based multi-channel solution ReplyOne. This has not only increased efficiency, but also raised service quality and customer satisfaction to a new level. Discover the benefits of seamless integration, flexible customization options and advanced security features - a big step towards Customer Service 4.0.
Insurer
AOK Rheinland/Hamburg has successfully optimized its customer service with the AI-based multi-channel solution ReplyOne. This enabled efficient processing of inquiries and significantly reduced the workload of the service teams. The collaboration began in 2019 as part of the AOK 4.0 initiative to improve customer excellence and care.
Advantages of using ReplyOne:
- Efficient process optimization
Thanks to ReplyOne, customer service employees can handle all service processes in one clear interface. This leads to a streamlining of workflows, an increased first-time resolution rate and improved customer service. - Seamless integration and flexibility
The multichannel solution integrates seamlessly into existing applications and grows flexibly with AOK's developments. Regular updates and collaboration in an agile development process enable continuous optimization and adaptation to the needs of the health insurance company. - Security and improved customer experience:
ReplyOne offers secure authentication in the telephony process, fully automated creation of user profiles and secure Julia mail encryption. This not only contributes to data integrity, but also increases the security and satisfaction of policyholders.
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