In a significant step towards enhancing customer service, Allianz Partners Australia has launched a new online chat feature for customers of its travel insurance partner, HCF.
This innovative service provides HCF members with real-time assistance for their travel enquiries, expanding the channels through which customers can gain support.
Leveraging Allianz Partners’ customer service platform powered by Cognigy, the online chat connects customers directly to contact centre agents to get the information and assistance they need.
This integration enhances customer service efficiency and represents a shift towards a more accessible, and customer-centric support model.
“By leveraging our global resources, we are proud to introduce this technology for our local partners,” said Damien Arthur, Executive Head of Travel at Allianz Partners Australia.
“The chat functionality provides HCF customers greater flexibility in connecting with us, ensuring a seamless service experience,”
The chat service operates from Monday to Saturday via HCF’s travel insurance website. While all chats are currently handled by live human agents, artificial intelligence capabilities will be introduced over the coming weeks.
The move to AI in future will allow frequently asked questions and common service requests to be managed automatically 24/7 through a virtual assistant.
This initiative is part of Allianz Partners’ ongoing commitment to delivering innovative, customer-focused insurance and assistance solutions. By integrating advanced digital tools, Allianz Partners sets new standards in providing seamless, omnichannel support to meet and exceed customer expectations and partner needs.
