AI at the service of the customer experience

RESULTS

Rob, the Chatbot for professionals

Marsh and Responsa led to the creation of Rob, artificial intelligence at the service of customer experience when purchasing professional insurance.

Marsh is a world leader in insurance brokerage and innovative solutions for risk management. Present in more than 130 countries, Marsh helps customers predict, quantify and understand better the different risks they face in the insurance sector.

The results obtained in a year since adopting Rob

-25%

calls to Customer Service

48%

positive user feedback

115 earnings

-51%

between calls to the CS and managed e-mails

77 mail

-18%

emails to Customer Service

"

Rob has allowed us to build a customer-centric knowledge base, which is a great wealth of knowledge for our company.

Umberto Perfetti

Head of Platform Development and Web Innovation

CASE STUDY

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