Customer service as a sales lever for insurers

In an article for Zeitschrift für Versicherungswesen, Alyza founder Markus Stumpe explains how insurers can use AI effectively in customer service and sales. Faced with cost pressure, skills shortages, and rising customer expectations, many companies are investing in chatbots, voicebots, and automation. However, automating processes before fully understanding them can create new problems instead of measurable efficiency.

The article therefore advocates a business- and data-driven approach. Insurers should first analyze why customer contacts occur, which processes are stable enough to automate, and where human advice continues to create value. Used appropriately, AI can improve customer service efficiency while also revealing and developing sales opportunities.

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