Zurich Buys AlphaChat to Boost Conversational AI Capabilities

Conversational AI is playing an important role in the transformation of customer services across businesses. In the insurance industry, where demands for personalized and always available services are high, these technologies are offering a differentiated experience.

To further improve its customer service automation and digital capabilities, Zurich Insurance Group (Zurich) has announced it will acquire AlphaChat.

The Estonia-based provider of conversational artificial intelligence (AI) technology for customer service automation, offers a messaging automation product that can handle transactions with customers by understanding natural language, authenticating users, and even providing personalized responses back.

“We have spent decades learning 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 enhancing customer experience, complementing human interaction in the most natural way. We are very pleased to have AlphaChat join Zurich to help us further advance our digital transformation, ” said Ericson Chan, Group Chief Information and Digital Officer at Zurich.

With the acquisition of AlphaChat, Zurich will better streamline interactions with customers and meet offer services that are seamless around the clock. It will also aid the group in its development of Intelligent Virtual Assistants across businesses, for both internal and external purposes.

“We are excited to join Zurich on their digital transformation journey. Building on our first-class team and on the strength of our product Zurich is launching an Intelligent Automation Center of Excellence in Estonia where we focus on creating AI-powered messaging automation solutions for Zurich customers globally,” said Indrek Vainu, AlphaChat CEO.

Edited by Luke Bellos