Case Study: Belfius lifts insurance claim conversions with a Sinch AI chatbot

Key results

The challenge

Belfius, one of Belgium's largest banks serving around 3.5 million customers, wanted to make filing insurance claims easier and reduce the load on its customer care team. Traditional insurance claim forms were converting poorly.

The solution

Belfius used Sinch Chatlayer.ai to build two AI chatbots: myBo, an insurance-claims assistant embedded in the Belfius Mobile Banking app, and Bbot, a banking assistant that answers customer questions.

The results, in context

Belfius reported an 87.5% increase in conversions when comparing claims filed through myBo with the traditional insurance claim forms. myBo processed around 2,000 claims per month and saved the customer care team roughly 600 working hours monthly, while Bbot answered about 5,000 questions per month.

Products used