AI Case Study

Progressive implements mobile chatbot to answer customer service questions

The auto insurance provider Progressive introduced a text chatbot to field customer service inquiries over Facebook Messenger using Microsoft Azure tools and natural language understanding.

Industry

Financial Services

Insurance

Project Overview

"Progressive built the Flo Chatbot using Microsoft Azure Bot Service and Cognitive Services APIs. 'One of the great things about Bot Service is that, out of the box, we could use it to quickly put together the basic framework for our bot... we used the service and QnA Maker to add natural language understanding and the back-and-forth dialogs for customer interactions.'" The Flo Chatbot is available via Facebook Messenger.

Reported Results

Results undisclosed

Technology

Function

Customer Service

Technical And Product Support

Background

"Progressive is one of the largest auto insurance suppliers in the United States. And it has been selling auto insurance directly to customers on the internet since 1997... Progressive wanted to take advantage of customers’ increasing use of mobile channels to interact with its brand."

Benefits

Data

Details undisclosed