Zurich Insurance Group has announced it is to acquire AlphaChat, an Estonian provider of conversational AI. The technology will bolster Zurich’s customer service automation efforts and take the firm further down the digital transformation path.
AlphaChat has created a messaging automation solution capable of understanding natural language, authenticating users, providing personalized responses and executing transactions. This will streamline Zurich’s marketing efforts as well as save time and money in managing claims.
Zurich’s group Chief Information and Digital Officer, Ericson Chan commented,
“We have spent decades to learn how to communicate with computers through different programming languages. Now it is time for computers to learn how to have a personal conversation with all of us. Natural language processing is key to further enhance customer experience, complementing human interaction in the most natural way.”
Terms of the deal were not disclosed.