Generali Switzerland Cuts Misrouted Calls 22% with Swiss German AI Voicebot Leonie

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Generali Switzerland Cuts Misrouted Calls 22% with Swiss German AI Voicebot Leonie

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Generali Switzerland, a leading Swiss insurance company headquartered in Adliswil serving almost 1 million customers in three national languages and English, has deployed Leonie—an AI-supported Swiss German voicebot built on Enterprise Bot's DocBrain technology—to improve customer call routing and operational efficiency across customer service handling 1.6 million calls annually. Luis Bosshard, Director Customer Care Center Non-Life at Generali Switzerland, said: "Leonie has fundamentally changed the way we handle calls. The AI immediately recognizes the callers' concerns and forwards them to the right place. This saves a huge amount of time and noticeably improves customer satisfaction." Generali won the ITC DIAmond Award at ITC DIA Europe 2023 in Munich. The shift to AI-driven call routing addresses structural friction in legacy IVR systems: the old press-1-for-X menu system caused 30% of calls to be forwarded incorrectly, leading to long waiting times, customer frustration, and many internal referrals that lowered employee efficiency. Generali sought an AI solution with Swiss German language support. The deployment spans Leonie (Swiss German voicebot), the Luware integration for call forwarding, and DocBrain patent-pending technology from Enterprise Bot. Generali also deployed Chatty, a 4-language chatbot across German, French, Italian, and English websites since autumn 2023, plus AI email classification reducing L1 support needs by 40% with 85% accuracy. Architecture spans Enterprise Bot's DocBrain conversational AI platform with Luware integration for call routing, multi-language support across German/French/Italian/English, and patent-pending technology linking data sources. The voicebot understands Swiss German and High German with 97-98% recognition accuracy. Operational scale handles 1.6 million calls annually across Generali Switzerland's 300+ customer service team, with 22% fewer misdirected calls, 3% better customer accessibility, and 98% speech comprehension accuracy. Chatty has been deployed across all four language sites supporting the multilingual customer base. Looking ahead, Generali Switzerland plans to expand Leonie to all three national languages and English, automate additional self-service functions including policy changes and document orders, and develop AI models for more precise Swiss dialect speech recognition.