LAQO from Croatia in collaboration with Infobip introduces GPT in customer communication

LAQO, a tech innovation of Croatia osiguranje operating within the Adris group, is the first insurance brand in the financial industry of Europe to utilize the OpenAI GPT platform based on revolutionary artificial intelligence in its customer support processes, integrated into Microsoft’s Azure cloud infrastructure. As announced, LAQO GPT is the latest in a series of innovations developed in collaboration with Infobip aimed at providing even better and more efficient customer support to clients.

With the help of artificial intelligence, existing and future clients will be able to inform themselves about LAQO products and services at any time, without waiting, with the platform adapting to the specific needs of the client in every conversation. The role of the digital assistant will be taken over by Pavle Pauq, the brand’s face, who will patiently respond to all general inquiries from clients about the brand and products via WhatsApp. Clients will receive the requested information, and agents will now have more time to focus on more complex client inquiries.

– After introducing cryptocurrency payments and launching the LAQO Museum in the metaverse, the implementation of artificial intelligence is a completely logical step for us at LAQO. We have found a way to further enhance the customer experience of our clients and provide them with even faster and more personalized support. As a fully digital insurance, we strive for constant availability, regardless of time or location, and GPT will enable us to be there for our clients – 24 hours a day, seven days a week. And it was also time for our Pavle to take on a bit more serious responsibilities. In further stages of development, you will be able to talk to Pavle about the details of customer processes, not just in the offer, just like with any real person. Thanks to the amazing team at Infobip for their support and realization, with whom we developed the project from start to finish – emphasizes Ana Zovko, Director of the Digital Development Sector of Croatia osiguranje.

LAQO and Infobip developed the project in collaboration with Microsoft, utilizing the enormous potential of artificial intelligence. Roberto Kutić, co-founder and Chief Operating Officer of Infobip, explains how AI creates a completely new era of conversational-based customer experience.

– Infobip, as a provider of top-notch conversational experience, enables clients to have two-way communication with end-users through the desired communication channel for marketing, sales, or customer support needs. This digital assistant is the result of merging our communication platform and the revolutionary GPT model, which has opened doors for further innovation. For all LAQO clients seeking answers to frequently asked questions, a faster and more personalized experience is ensured, enhancing the customer experience and strengthening brand loyalty. We are pleased to create new solutions together with our partners and clients, thereby accelerating innovation with the ultimate goal of creating an even richer experience for users – said Kutić.

The project has been creatively supported from the very beginning by the team from the agency Bruketa&Žinić&Grey.

– Thanks to the new generation of generative artificial intelligence, customers will have a completely personalized experience in communication with brands, similar to personal human contact. Such communication, one-on-one, with millions of people at once, was not possible until recently. It is a completely new experience because, instead of with an agent, you will be able to talk directly with Pavle Pauq, who is now in the role of AI assistant. It is exciting that this is one of the first examples in the world where brand personification, like Pavle Pauq, becomes a conversational partner in communication with users – said Davor Bruketa, creative director of the agency.

This is just the first phase of implementation of artificial intelligence in LAQO insurance – in later stages, LAQO will expand the involvement of GPT to key customer processes. Through its previous work and projects, LAQO has proven that the client is in the DNA of the brand, and with the emergence of this advanced technology, the possibilities for great projects in the future are countless.