Zurich Edge chatbot for partners and customers

Goals: Structuring digital first contacts at scale

As a global multi-line insurer, Zurich serves customers and partners in more than 200 countries. This global reach comes with increasing expectations for fast and reliable digital communication. Prospects expect immediate answers while potential partnerships must be evaluated and qualified efficiently.

For the Zurich team, this created a central challenge: how can incoming partner requests, product inquiries, and general service questions be captured and structured without adding pressure to service and sales teams?

The goal was to introduce a scalable approach that could:

• systematically pre-qualify potential partners
• provide digital product information for insurance offerings
• capture leads directly within the chat interface
• guide users reliably to the right contact point or portal

With the Zurich Edge Chatbot, implemented on the platform by LoyJoy, Zurich aimed to establish a scalable layer of customer service automation. The objective was a structured digital interface that captures requests and automates the first steps of the interaction.

Results: AI agent qualifies leads and structures requests

Today, the Zurich Edge AI assistant acts as a central digital entry point for partners, customers, and applicants. The chatbot guides users through structured conversations while collecting relevant information for follow-up processes.

During partner onboarding, the AI agent gathers key data such as industry, company size, and partnership interest. This information, together with contact details, is automatically forwarded to the responsible partnerships team.

Product inquiries about travel or motor insurance are also handled through automated dialogues. The agent differentiates between business partners and individual customers and provides the appropriate links or next steps.

Key outcomes include:

• structured pre-qualification of potential partners
• automated lead capture within the chat interface
• faster response times for service and sales teams
• clear user guidance to career pages, product information, or personal contact

By combining chatbot interactions with Agentic AI and integrated process automation, Zurich established a digital front door that structures requests efficiently and supports teams with qualified incoming inquiries.

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