Swiss Life Germany: Elevating Financial Advice with AI-Powered Video Consultation Assistance

Swiss Life Germany aimed to optimize its 25,000+ monthly video consultations, ensuring advisors could document customer needs accurately while scaling efficiency across four end-customer sales divisions. To achieve this goal, Swiss Life Germany implemented an AI assistant developed in collaboration with Unique for 100 exclusive pilot participants.

Key challenges included:

• Loss of relevant new customer information due to inconsistent documentation by advisors.
  
  
• Inadequate recognition of customer needs that were not explicitly stated.
  
  
• Risk of inefficiencies and missed opportunities in upselling, cross-selling, and campaign targeting. 

In partnership with Unique’s AI-driven solutions, Swiss Life Germany introduced a Video Consultation Assistant for 100 exclusive pilot participants integrated into their CRM and sales platforms. 

Key features include:

• Automated Documentation: Captures and records key customer information seamlessly.
  
  
• Customer Needs Identification: Detects both mentioned and implicit customer needs based on customer profiles.
  
  
• Summarization & Follow-Up Planning: Provides advisors with summaries of consultation sessions and actionable follow-up tasks.
  
  
• High Accuracy: Ensures 95% accuracy in content summarization and task creation. 

Since implementation, Swiss Life Germany has seen measurable benefits within the pilot participants:

• Time savings: Each advisor saves an average of 5-10 minutes per consultation, enabling up to two additional appointments per week.
  
  
• Higher sales impact: Improved upselling and cross-selling through better recognition of client needs.
  
  
• Enhanced campaign targeting: AI-generated insights feed into Swiss Life’s existing machine learning campaign platform, enabling more tailored marketing campaigns.
  
  
• Improved efficiency: Reduced information loss between advisors, managers, and consultants.

The pilot was completed with outstanding results. Swiss Life Germany is now planning a comprehensive rollout for all 6,000 advisors.