The new service offers HCF members immediate access to real-time assistance for their travel-related inquiries, thereby expanding the avenues through which customers can seek support.

Powered by Allianz Partners’ cutting-edge customer service platform, driven by Cognigy technology, the online chat seamlessly connects customers directly to contact centre agents, facilitating swift access to information and assistance. This integration not only enhances the efficiency of customer service but also signifies 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.

He continued: “The chat functionality provides HCF customers greater flexibility in connecting with us, ensuring a seamless service experience.”

The chat service is available Monday through Saturday via HCF’s travel insurance website. Although all chats are presently managed by live human agents, artificial intelligence functionalities will be implemented in the following weeks. Transitioning to AI in the future will enable the automation of frequently asked questions and common service requests, ensuring continuous 24/7 support through a virtual assistant.

The initiative aligns with Allianz Partners’ ongoing dedication to delivering innovative, customer-centric insurance and assistance solutions. By incorporating advanced digital tools, Allianz Partners establishes new benchmarks in offering seamless, omnichannel support to meet and surpass customer expectations and partner requirements.

Source: PR Newswire