Agents toggled systems while queues grew. AI now triages WhatsApp chats, allowing staff with unified data to manage two cases at once.
A multi-line insurer serving the Hong Kong community since 1961, offering investment, life, and general insurance solutions as part of a global group operating in over 200 territories.
While local consumers overwhelmingly prefer WhatsApp, the company limited support to phone and email, resulting in long wait times and disjointed...
“Using Microsoft Dynamics 365 Contact Center, we can serve our customers through their preferred communication platform, including WhatsApp, for their convenience.”
General and life insurance services for the Hong Kong market.
Enterprise software, cloud infrastructure, and consumer electronics platform.
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