Founded 160 years ago, the Helvetia Group is a successful international insurance group active in the life and nonlife insurance business. Their wide diversity of products and services presents Helvetia with the challenge of allocating feedback and complaints quickly and accurately to the correct category. Without this efficient allocation, they are unable to react promptly and guarantee a high level of customer satisfaction. gateB is assisting Helvetia in allocating unstructured feedback to specified subject areas using text analytics methods and cluster analyses. By applying various software solutions and using complex text analysis, Helvetia will be in a better position to gain transparency from their customer feedback. This empowers them to react effectively to the needs of their customers, as well as massively reducing their administrative outlay.
Text analytics for customer satisfaction at Helvetia
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