AI for Insurance
Customer interactions are a crucial part of the insurance business. Conducting them professionally and in line with the company’s own style remains a challenge: new employees often take some time to gain confidence, while traditional training formats are difficult to scale. This is where Adnovum’s Virtual Trainer comes in: It provides realistic, AI-supported interaction training in a safe environment – flexible, scalable, and close enough to real life to enable quick transition into day-to-day work.
The scenarios are based on real call patterns, typical escalation drivers, and authentic customer profiles from the insurance sector, ranging from emotionally charged claims notifications to sales objections. The conversations are held in Swiss German, fluently and with minimal latency.
Employees actively practice with AI-simulated customer interactions, receive immediate and structured feedback, and can repeat scenarios as often as needed without putting real customer relationships at risk.
Available anytime and anywhere, no need for additional resource requirements. After the pilot, new scenarios can be added without additional licensing costs.
No IT project required – ready to use as a standalone SaaS solution for onboarding, contact centers, sales, or product training.
Employees practice cold calling, handling objections, and closing a deal. In a market where customers often perceive little difference between products, conversation quality becomes the deciding factor.
Risk engineers and prevention advisors practice on-site conversations with customers who withhold information, raise objections, or are difficult to engage. The result is better preparation, sharper questioning techniques, and higher-quality risk data.
Agents practice complex enquiries about policies, claims, and administrative matters, including emotionally demanding conversations and escalation scenarios. Safe, repeatable, and without the need for a senior coach.
Interviews with applicants in underwriting, sales, or IT become more comparable and help validate factual CV information in realistic work situations.
We analyze your most common and most challenging conversation scenarios based on real call patterns, escalation causes, and customer feedback. And with your input, we prioritize the scenarios with the greatest training potential.
Adnovum’s experienced conversational designers create tailored scenarios on modern technology platforms, aligned with your products, customer types, and the linguistic characteristics of the Swiss market.
One team, one use case, four to six weeks. KPIs such as onboarding time, conversation quality, and first contact resolution are measured before and after the pilot. No IT effort required to get started.
Based on the results, we scale up to further teams and scenarios, either as a standalone offering or integrated in existing training programs.
CSS is one of Switzerland’s largest health insurers and operates a contact center with high quality standards. New employees must quickly be able to conduct complex advisory conversations about insurance benefits, premiums, and coverage clarifications, including in emotionally demanding situations.
Together with CSS, Adnovum developed tailored training scenarios for typical advisory situations: insurance benefits, premium adjustments, and coverage clarifications. Adnovum’s conversational designers handled the design, implementation, and optimization of the learning scenarios, from scenario templates and persona development to refining existing simulations based on pilot feedback.
The opportunity to practice safely was rated at an average of 4.5 out of 5. The protected training environment lowers inhibitions and accelerates learning progress.
New employees receive systematic, immediate feedback, regardless of the availability of experienced colleagues. The platform is continuously expanded with new scenarios.
«Thanks to the AI’s lifelike responses, our employees can practice real phone conversations in a safe environment. I would definitely recommend this project—it provides lasting support in developing communication and counseling skills.»
Nadja Borle
Team Leader, CSS Health Insurance
Christian Straube
Head of Industry Insurance
Marc Blume
Senior User Experience Designer
Stéphane Mingot
Head of AI Solutions
