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Exterior of the GVB headquarters

Claim reporting with the AI-Voicebot «Berna» at GVB

The AI-supported voicebot «Berna» answers claim reports by phone without waiting times, understands Swiss German, and creates complete digital claim files for further processing.
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«Thanks to Berna, customers report claims without waiting times – and our case handlers immediately have all the information they need.»

Corinne Fleury

Head of Innovation, Gebäudeversicherung Bern

The solution

When storms hit the canton of Berne, the phone lines at the Gebäudeversicherung Bern (GVB) are flooded with damage reports. This is where Berna comes into play: It answers calls in parallel, collects all the necessary information via telephone dialog, transcribes Swiss German into written language, and creates structured claim files. Callers can be connected to staff at any time – the focus remains on the human element.

The claim reporting function is part of a comprehensive AI solution that supports customer service. Among other things, it enables the triage of incoming customer calls to the appropriate specialist departments and the automated handling of general enquiries. The solution is continuously being improved and enhanced with new features to further automate inquiries and effectively support employees. 

In the future, Berna will be gradually expanded to 24/7 operation, additional types of claims, and French language recognition.

Facts and figures

  • Up to 2700 calls

    processed per day during major loss events

  • Automatic reporting

    of claims related to storm and hail damage

  • Dialects understood

    Automatic transcription of Swiss German

Woman with a headset working in a customer center

Features that give real added value

Scalability for mass events: Even in major loss events, Berna processes calls in parallel and without waiting times.

Higher service quality: Berna automatically creates complete claim files for further processing.  

Relief for the customer center: The availability of specialist departments and the quality of customer service are maintained during peak times. 

Compliance and data protection: Clear deletion deadlines and transparent information ensure the security of sensitive data.

How we got there

The project began with comprehensive consulting: GVB and Adnovum jointly discussed and determined the needs, vision, goals, KPIs, UX, and target architecture and defined the procedure in a roadmap. In the first step of implementation, Adnovum designed the basic infrastructure and integrated it into GVB's Azure environment. Technologies provided by Spitch for voicebot triage and claims notification were embedded into the solution by Adnovum and complemented with conversational UX functionalities. Adnovum was also responsible for managing and importing data into the new solution. As part of the comprehensive assistance from conception to ongoing operation, Adnovum not only provides monitoring, reporting, and support in the form of managed services, but also helps with the continuous optimization and further development of the solution.
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«We conduct automated dialog, understand dialects, and create immediately usable dossiers – this speeds up processing noticeably.»

Corinne Fleury

Head of Innovation, GVB

This is our client

Gebäudeversicherung Bern is a public institution based near Bern. It insures all buildings in the canton of Bern against fire and natural hazards and provides additional services through subsidiaries.