The Story Behind Emma the Chatbot

At the end of 2016, If Insurance, with branches in Finland, Sweden, Norway, and Denmark, was seeking a partner for its chatbot initiative. At that point, it already had a live chat feature with agents for its existing customers through their online accounts.

Enter Helsinki-based GetJenny, developers of AI-powered conversational chatbots.

The duo launched Emma, the chatbot, back in March 2017 which has been live ever since. “When Emma was first launched, it was taught to answer questions to 50 frequently asked topics. Within 6 months, Emma was handling over 60% of all If’s customer service enquiries spanning over 250 topics.”

Wait, there’s more. Emma has a brother – Alvar – who is now live with If’s B2B customer service team.

Bottom Line: How a multinational insurance company automated over 60% of their customer service queries. Download the case study here. Btw, this is a chatbot story with a happy ending. For a not-so-happy ending, click here.