GVB (Gebäudeschutzversicherung, Bern), is a Bern-based insurance company that provides mandatory insurance for all buildings in the Canton of Bern against fire and natural hazards. In addition to its core insurance services, it is actively involved in preventive fire protection and oversees the Bernese fire brigades. The company also offers other insurance products and has expanded its operations through subsidiaries.
Claims Processing Without the Wait: GVB Relies on Spitch’s Virtual Assistant
The “Berna” voice bot ensures prompt customer service during call triage and damage assessment – relieving the burden on staff.
Handling calls automatically >>> No waiting time, Better CX, Optimized employee experience
Challenge:
As a building insurer, GVB is especially hard-hit by major loss events. During devastating storms – such as the August 2024 Bernese Oberland storm or Storm Burglind in 2018 – GVB can receive between 1,200 and 2,700 calls in a very short period. Callers, already burdened by the situation, are further strained by long wait times on the hotline. A solution was needed that could be automated and scaled flexibly so that, even under high demand, customers could submit their claims quickly – without overwhelming employees.
Solution:
Spitch, together with its implementation partner Adnovum, delivered the solution: Berna, the AI voice bot for GVB.
- Berna engages callers in dialog and captures all necessary information.
- Berna understands Swiss dialects and transcribes Swiss German into standard written German for further processing.
- A structured damage report is generated automatically from customer information, speeding up subsequent processing.
- Customer service remains focused on the individual: callers can be connected to a specialist at any time upon request.
- Data privacy is ensured through the automatic deletion of voice bot recordings after 30 days.
Benefits:
- No waiting time: the report is logged immediately, giving callers peace of mind.
- Relief for the customer service center during peak times and scalable handling of large-scale incidents.
- High data quality thanks to a guided dialogue and the structured capture of customer information.
- Accurate, well-structured case files that form a reliable basis for further processing by specialists.
