MobiChatGPT – AI as Support in Customer Communication

The Mobiliar has long relied on Microsoft technologies and is expanding the use of Microsoft products, especially in the area of artificial intelligence. With Mobi-ChatGPT, Mobiliar employees can safely and data-protection-compliantly use the benefits of ChatGPT, for example, in customer and partner communication. This has many advantages for the general agencies of Mobiliar, as demonstrated by the General Agency Bern-West.

Steven Geissbühler, General Agent of the Mobiliar General Agency Bern-West, has been a supporter of Mobi-ChatGPT from the beginning and a member of the working group that pushed the pilot forward. For about a year, many of the 45 GA employees have been using artificial intelligence, and it has received very positive feedback, especially due to time savings and improved workflows. „Acceptance is helped by the fact that our Mobi-ChatGPT is as safe as a kiddie pool where you can’t drown,“ explains Geissbühler. „We operate in a protected environment and can’t do anything wrong. Our own ChatGPT contains all the important information we need daily and continuously learns.“

Time Savings for Customer Consulting

Mobi-ChatGPT is used in customer communication in various ways: it assists in creating and reviewing texts and formulation suggestions, translates into different languages, and conducts data research for marketing purposes. A major advantage is the time savings. Email traffic has also been reduced with the help of AI. „The contents of long emails that often went back and forth and where you were cc’d can be quickly summarized with AI. This saves us a lot of time,“ says Geissbühler.

AI Supports, Not Replaces, Humans

Since the introduction of the company’s own chatbot, employees have observed a significant improvement in communication quality. Mobi-ChatGPT extends the two-eye principle to the four-eye principle. „However, we want to make it clear that AI will not take over direct customer contact. This would contradict our self-image as a cooperative insurance company that values personal relationships with customers. Here, humans will always talk to humans.“ Geissbühler himself mainly uses Mobi-ChatGPT to prepare presentations and speeches for various occasions. „As an insurance company, we cover many different industries, and Mobi-ChatGPT provides me with the relevant information. This way, I know my customers‘ environment, can respond to their needs, and advise them in the best possible way.“ The AI helps him, for example, to research industry-specific figures, data, and facts or to inform himself about current challenges of his customers. This way, Geissbühler is well-prepared for customer visits and can tailor his presentations accordingly.

Training in Dealing with AI

The use of Mobi-ChatGPT in the general agency is diverse and depends on the respective work areas and tasks of the employees as well as their level of knowledge. To get the most out of AI, ongoing training is offered to teach the proper use of AI, such as effective prompting. Another important aspect is knowledge sharing. Employees are encouraged to collect use cases in everyday life and suggestions for improvement to save time and increase quality and make them available to everyone. For example, with corporate customers, insurance processes are often not standardized, so employees have developed individual workflows. „With Mobi-ChatGPT, we can now learn from each other and don’t have to reinvent the wheel constantly. This leaves more time for our customers.“

Thanks to Microsoft’s Azure OpenAI Service, our employees can use the benefits of artificial intelligence in a protected environment. AI enables us to gain efficiency in everyday life and gives us time to dedicate to our customers.