Foyer Group relies on Chatlayer.ai's expertise to develop its first chatbot, Leonie

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The story begins in March 2017, during the first Foyer Hackathon, the annual innovation challenge of the Luxembourg insurance leader, whose theme that year was to improve the customer experience in the event of a damage.

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06/01/2020 |
  • Foyer

On this occasion, two teams devised and designed an instant communication solution for the customer, in order to help them in case of damage. Leonie was born. 

A project aligned with the innovation strategy

Following this competition, and as part of the Group's broader innovation strategy, Foyer teams took a closer look at the emergence of chatbots, robots that, using technologies linked to artificial intelligence, allow a user to quickly find answers to simple questions in an online chat window. To develop these skills, Foyer has formed a partnership with the start-up Chatlayer.ai, active in the Benelux and specialised in linguistic design and the development of conversational bots.

As the first client of the start-up in Luxembourg, Foyer is delighted with this collaboration with Chatlayer.ai, a partner that offers many references, but also an in-depth knowledge of the language issues specific to the Benelux markets. Foyer was also seduced by the support offered by Chatlayer.ai, which is particularly didactic, allowing its employees to acquire basic knowledge and a certain autonomy in this field. 

Leonie, the internal chatbot…

Being able to communicate easily with its clients on simple subjects and in natural language is perfectly in line with Foyer's desire to be customer-centric. Also, with a view to developing such a project, Foyer launched an internal pilot in October 2019 to familiarize itself with the basics of this technology.   
 
Leonie - that's what this friendly chatbot is called - is now more than just a robot. With a response rate of around 80%, she assists all Foyer Group’s employees with many issues related to day-to-day personnel management: working hours, holidays, parking, extra-legal benefits, etc., while freeing HR teams from simple and repetitive tasks. In view of the growth in the Group's staff in recent years, the Human Resources department is increasingly being called upon. This subject was therefore chosen for a full-scale test. 

... before a chatbot for customers

24/7 availability, speed, efficiency and quality, this first experience of chatbots technology offers great prospects for the future. Also, with its new knowledge, Foyer intends to take inspiration from Leonie to develop such tools for its customers and agents, starting in 2020. 
 
Manuel Kauffmann, IT Correspondent for the Business, Foyer: “In our reflections on chatbots technology, it was important for us to acquire real skills in this field, which our partnership with Chatlayer.ai clearly brought us. Thanks to this, we were able to develop our first internal chatbot in a very short time, which offers us multiple possibilities of extension to our agents and customers in the coming months.” 
 
Rick van Esch, Chief Commercial Officer, Chatlayer.ai: “Chatlayer.ai is proud to be working with Foyer as their first reference in Luxembourg. Our multilingual chatbot & voicebot platform, together with the great agility of the Foyer team, have resulted in the go-live of chatbot Leonie in less than 3 months.” 
 

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