Case

A new era of AI-driven customer service

Case

A new era of AI-driven customer service

Creating the first client-facing GenAI-chatbot in Danish finance

With our help, leading Danish insurance firm Topdanmark has launched TopGPT — the first client-facing generative AI chatbot in finance. Tailored to each customer’s insurance terms, TopGPT delivers personalised interactions, driving a sharp increase in customer engagement and a 10-fold rise in positive reviews over previous solutions. This collaboration has also been a key inspiration in developing Netcompany’s advanced AI platform, EASLEY AI.

TopGPT by the numbers

10 x

increase in positive reviews

80 k

conversations as of November 1, 2024

80 %

of customer inquiries will eventually be automated

The Challenge

Until recently, Topdanmark’s customer chat was handled by a rule-based chatbot that required frequent updates. Each update needed manual adjustments, and the bot’s responses were generic.

As one of Denmark’s leading insurance companies, Topdanmark saw an opportunity to revolutionise customer interactions with generative AI, offering accurate and personalised responses while giving customers a clear overview of their insurance portfolios.

However, implementing generative AI in the highly regulated insurance industry was a significant challenge, requiring stringent compliance and high accuracy to avoid costly errors.

To overcome this, Topdanmark collaborated with us to create the first customer-specific generative AI chatbot in Danish finance, ensuring technical advancement while adhering to Topdanmark’s strict compliance standards.

»Netcompany has contributed skills in a number of areas in the development of our digital assistant. We appreciate the collaboration, which contributes to the fact that we can now deliver even better help and experiences to our customers at all times of the day«

Kasper Tjørntved Davidsen

CIO, Topdanmark

The solution

In February 2024, Topdanmark launched the first version of TopGPT. Early impressive results highlighted the need to evolve TopGPT into a chatbot capable of tailoring interactions to each customer.

Now, customers can ask questions about their policies, insurance terms, and more at any time, without requiring human assistance—greatly enhancing Topdanmark’s availability. TopGPT focuses solely on analysing insurance terms and does not require personal data, ensuring customer anonymity for the language model.

How it works

By forcing the AI through this chain of steps, from initial processing to final interaction strategies, Topdanmark ensures that all answers are both compliant and useful to the customer.

The initial step involves several AI agents that work to process incoming messages. This process starts by masking any user-sensitive data, crucial for maintaining GDPR compliance and is fully handled by models hosted locally to ensure data security and privacy. Furthermore, any malicious messages are identified and filtered away.

After processing, another set of AI agents assesses the customer’s intent. Whether the customer is inquiring about policy details or asking general questions, these agents classify the intent with high accuracy. Classifying the customer’s intent is crucial as it directly stages the subsequent retrieval of information and the strategy for responding.

Central to providing personalised responses is the Retrieval Augmented Generation method. Once the customer’s intent is clear, relevant data, including those specific related to the customer’s own insurance agreements, is retrieved by searching an extensive database. Another group of agents then scrutinise the retrieved data, making sure that only the most relevant information to the inquiry is passed on to the next layer of agents.

Depending on the complexity of the inquiry, different response strategies are employed dynamically to the classified intention of the customer and the retrieved data. Some AI agents might directly answer based on the retrieved data, while others might ask clarifying questions to refine their understanding.

Figure 1: Conceptual diagram of the four-step TopGPT chain.

Results

In early April 2024, TopGPT went live during work hours. On April 22nd, it became available 24/7.

TopGPT was tested extensively by Topdanmark’s employees and other parties before release. It continues to be audited through a Generative AI evaluation framework by a team of auditors.

Since its launch, TopGPT has handled over 10,000 monthly conversations, totalling +80.000 interactions as of November 1, 2024, and received praise for its accuracy and relevance, with Topdanmark reporting a tenfold increase in the number of positive reviews compared to their previous rule-based chatbot solution.

These metrics are expected to improve further with ongoing testing and continuous development.

Continuing the collaboration, we are now helping Topdanmark add new AI agents and enriching TopGPT with additional information from various Topdanmark APIs. In the future, end-to-end customer service will be enabled through TopGPT, allowing customers to investigate their payment history, purchase insurance products, or report claims directly through the interactions with the chatbot.

With these advancements, Topdanmark is poised to herald a new era of AI-driven customer service, setting a true benchmark for the industry.