AI Case Study
Progressive implements mobile chatbot to answer customer service questions
The auto insurance provider Progressive introduced a text chatbot to field customer service inquiries over Facebook Messenger using Microsoft Azure tools and natural language understanding.
Industry
Financial Services
Insurance
Project Overview
"Progressive built the Flo Chatbot using Microsoft Azure Bot Service and Cognitive Services APIs. 'One of the great things about Bot Service is that, out of the box, we could use it to quickly put together the basic framework for our bot... we used the service and QnA Maker to add natural language understanding and the back-and-forth dialogs for customer interactions.'" The Flo Chatbot is available via Facebook Messenger.
Reported Results
Results undisclosed
Technology
Function
Customer Service
Technical And Product Support
Background
"Progressive is one of the largest auto insurance suppliers in the United States. And it has been selling auto insurance directly to customers on the internet since 1997... Progressive wanted to take advantage of customers’ increasing use of mobile channels to interact with its brand."
Benefits
Data
Details undisclosed