for customer service
Alva now takes your calls
To provide an even faster service and cut costs, Sanitas is currently testing a voicebot for its telephone customer service.
Robots – chatbots and voicebots – are an integral part of modern customer service. Our aim is to offer solution-oriented and empathetic communication on all channels at all times. Artificial intelligence (AI) offers new options for our customers, such as processing and categorising your query so you get an answer faster.
AI also makes life easier for our customer service team by taking care of repetitive tasks directly and automatically. This also frees up more time for personal customer care and handling complicated issues. In addition, efficient processes help to cut costs – in times when rising premiums are a very important factor.
Benefits of AI for customer service
Have you already spoken to Alva on the phone?
AI offers a lot of opportunities, but it has to be implemented and tested carefully. In a first step, Sanitas is using voicebot technology to verify the identity of callers. Previously, our customer advisors had to ask security questions at the start of every call. This takes time, because the actual issue can only be resolved once the questions have been answered correctly. A voicebot can now be used to handle the identification process. Our virtual assistant Alva answers the call, asks you why you are calling and takes you through a number of security questions.
It is best to answer in short sentences and have your insurance card to hand. You will then be put through to a customer advisor. The best thing about this is that you can now discuss your concerns directly with an expert and make the best use of the time available. And don’t worry if the identification or verification process with the voicebot doesn’t work. You will always be put through to a customer advisor to discuss the matter in person.
Learning and improving together
Our voicebot is still in its infancy and needs time to learn. Perhaps Alva doesn’t understand you straight away or your request cannot yet be dealt with around the clock via the bot. We hope that we can count on your patience. We are working tirelessly to ensure that the use of AI at Sanitas delivers maximum benefits for our customers. As always, data privacy and security are a top priority for Sanitas, and you can test our AI-based services with confidence.
FAQs
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Which calls are answered by the voicebot?
When you call one of our service centres, the virtual assistant will take your call. She welcomes you, asks why you are calling and takes you through various security questions to check your identity. It is best to answer Alva in short sentences and have your insurance card to hand. Once you have answered the questions correctly, she will put you through to a customer advisor.
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What happens if the voicebot can’t help?
The voicebot is designed to support our customer advisors, not replace them. Alva prepares the ground so that our customer advisors can continue the call and provide you with the best possible service. So don’t worry if the identification or verification process with the voicebot doesn’t work. You will always be put through to a customer advisor to discuss the matter in person.
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What other contact options are available?
Some things are best discussed on the phone, and we’re still here to help in person. However, you can also use the chat function or send us a message in the Sanitas Portal. More straightforward matters, such as changing your address or ordering a tax statement, can also be done quickly and easily in the Sanitas Portal. You choose the options that suit you best.
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Are calls with the voicebot recorded?
Calls with Sanitas are recorded and transcribed for security purposes and to improve our services. The data is used, for example, to train our employees, maintain a high quality of service, and expand our digital services. Further information can be found here.