How IBM Public Cloud was used to further increase Industriens Pension’s High Customer Satisfaction

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Industriens Pension is a Danish private pension and life insurance company that has more than 410,000 members. They provide a very high level of service to their members and companies and have some of the most satisfied and loyal customers. When it comes to their customer service, they always strive to be best in class, thus still found room for improvement. Therefore, they underwent a journey with us at IBM to figure out how innovation and new modern AI technology could help them achieve greater results. To come up with a plan a few design thinking workshops were held, where a lot of great minds were put together.

At Industriens Pension they attempt to help their busy customers at all times; however, their agents are also a priority for them, which is why Roberta comes into the play. The chatbot Roberta is a digital colleague who interacts with customers and responds in real-time. She has been trained to understand the business of Industriens Pension which is a great feature for the customers involved. Furthermore, she has been developed to be available on mobile devices, which provides more agility to the users. Just like any other colleague she learns and develops her skills on a continuous basis.

Besides Roberta, an AI-based VoiceBot (Agent Assist) was also developed, which listens to conversations between agents and clients in real-time. IBM’s Watson assists the agent in what content to base their advisory on continuously along the conversation, decreasing the time spent searching for vital information, and increasing the quality of each customer interaction.

Learn more in the case video below:

Initiatives Built on IBM Public Cloud

A key building block of the solution is IBM Public Cloud where the fundamental core; Watson services alongside Data storage and Database mechanisms reside. All of these components are availed and consumed, as a service where only necessary base configuration and continuous learning are required in order to serve the purpose.

About IBM’s Public Cloud

IBM Public Cloud is one of the market leaders in the Public Cloud market. It contains an extensive set of Services and Software products that can be consumed as a service to craft innovative solutions, such as the VoiceBot, to help accelerate clients’ digitalization journeys in a secure and compliant manner.

Learn more about IBM’s Public Cloud

If you have any further questions about Public Cloud, please do not hesitate to contact me at MIKEG@se.ibm.com
Want to know more about the solution? Reach out to the key project leaders Christopher Duun (CDUUN@dk.ibm.com) & Hans Peder Houe (HansPederHoue@dk.ibm.com)