The chatbot interprets and answers your messages on its own and in a way that is appropriate for your situation. It currently uses Facebook to process bike thefts for German-speaking customers. Helvetia is checking to see whether the Helvetia Service chatbot can be used to address additional customer issues in more languages and message apps in future.
The Helvetia Service chatbot is a computer programme that can independently interpret information provided by customers and give them appropriate answers.
We are convinced the chatbot will benefit you, our customer, and we want to give you the best possible service. Just give it a try, and see for yourself how quickly and easily it processes your concern.
At the beginning of the conversation, a computer programme responds to you. Generally, the chatbot should be able to understand what is involved and reply to it appropriately in order to help you quickly and easily. Should the chatbot be unable to completely process your issue for some reason, you will receive additional support from a Helvetia employee, either via chat or by phone using one of Helvetia’s service numbers.
The chatbot is available around the clock, meaning you can report your issue to us easily at any time.
If you pause the conversation, after a certain time, the Helvetia Service chatbot will ask you whether you would like to continue the conversation. You can, however, interrupt the conversation as long as you like and continue it at a later point in time.
Yes, the information exchanged and the dialogues are logged. You can view them on your smartphone until you delete them yourself, much like SMS messages. The advantage is that, in contrast to a phone conversation, you can always trace and understand what you and Helvetia agreed upon together.
Chatbots do not need their own apps. Instead, they are integrated into common messaging apps. To be able to use the Helvetia Service chatbot, you need to have Facebook Messenger installed on your smartphone and have a Facebook account.
Currently, you can reach the chatbot only using Facebook or Facebook Messenger. Helvetia is checking whether the in future the chatbot can be used for other services as well or for the Helvetia customer portal.
Currently, many well-known messaging apps, such as WhatsApp or iMessage, cannot integrate chatbots. We selected the most widespread service so that the chatbot can be directly used by the largest possible number of our customers.
To make the procedure as uncomplicated as possible for you, we use the platform provider to gather a few pieces of information, especially the name and first name in your Facebook account. At the beginning of the conversation, the chatbot asks you for only a couple pieces of personal or contractual information.
You can continue the conversation with the Helvetia Service chatbot only if it can uniquely identify you using this information. If that is not the case, the chatbot will ask you to call one of Helvetia’s service numbers so we can assist you further.
As is the case for all other forms of communication, when you use the chatbot, Helvetia handles your data with the greatest of care and according to the provisions of Swiss data protection law. We have summarized our data protection provisions on the following information page for you. However, please note that by using Facebook Messenger, you accept Facebook’s own conditions of use and data policies, and Helvetia has no influence on them.
The chatbot can process only bike thefts at this time. In all other cases, a Helvetia employee will help you via a chat, or we will ask you to call one of Helvetia’s service numbers so we can assist you further.
Helvetia reserves the right to refuse insurance benefits if you provide incorrect information. If you make a mistake during the chat, you should immediately write us a message or call our damage hotline (058 280 3000).