Aviva is a British multinational insurance company serving about 33 million customers across 16 countries
Aviva’s main goal in the last several years was to build and develop MyAviva digital self-service platform for their customers. Following Aviva's right-channel approach MyAviva centralizes Clients' digital experience and serves as the main contact channel.
While digitizing business processes, they realized the need for a human touch in this ecosystem. Clients need to have a possibility to ask a question, chat with a consultant on the channel they are currently using. On the other hand, they realized that their service agents team might be slightly overloaded if they had to chat with tens of thousands of clients using MyAviva each month.