What challenges did Zavarovalnica Triglav face before AI implementation?

Disjointed communication across call centers, email, and internal systems. Extensive manual effort in answering common queries and routing tickets. Difficulty meeting regulatory and data protection requirements efficiently. Need to accelerate support responsiveness and personalization for customers.

What was the impact of the AI solution?

Reduced manual workload for support agents, saving significant time. Accelerated response times for inquiries and ticketing. Personalized support at scale using unified customer data. Enabled 600+ sellers with faster, more efficient workflows.

Source

MicrosoftLive source

Zavarovalnica Triglav streamlines insurance support with conversational AI and automation

Use case typeCustomer service automationUpdated Jun 13, 2026

Zavarovalnica Triglav, Slovenia’s leading insurance group, overcame fragmented communication channels and high manual workload by adopting Microsoft Dynamics 365, Azure OpenAI Service, and Azure data services. By centralizing customer data and automating ticket routing and documentation, the company improved response times and enabled AI-powered chat and voice bots to assist both customers and employees. Integrating AI-generated transcripts, summaries, and sentiment analysis further accelerated workflows, enhanced personalization, and ensured compliance with local data regulations. The solution empowers over 600 sellers, improves customer experience, and reduces repetitive manual tasks, with ongoing development toward a human-like voice bot for call centers.

Organization: Zavarovalnica Triglav
Industry: Insurance
Location: Slovenia
Published: May 2025

Reported outcomes

Strategic outcomes

Customer experience & trustImproved customer support responsivenessSpeed & agilityAutomated ticket routing and documentationCustomer experience & trustPersonalized support at scaleRisk & complianceEnsured compliance with data regulations

Primary read

Use case focus

Showing 3 of 3

1AI-powered Customer Inquiry Chatbot for Insurance
2Automated Ticket Routing and Documentation in Customer Support
3Voice Bot for Call Center Support

Disjointed communication across call centers, email, and internal systems.
Extensive manual effort in answering common queries and routing tickets.
Difficulty meeting regulatory and data protection requirements efficiently.
Need to accelerate support responsiveness and personalization for customers.

Implemented Microsoft Dynamics 365 to centralize customer interactions and data.
Integrated Azure OpenAI Service to automate common customer inquiries and intelligent ticket routing.
Used Azure Data Warehouse and Azure Synapse for unified, 360-degree customer view and analytics.
Developed AI-powered chatbots and in-development voice bots for streamlined customer engagement.

Technologies

Azure OpenAI Azure Synapse Azure Data Warehouse Dynamics 365 Power BI Azure Bot Services Voice

Reduced manual workload for support agents, saving significant time.
Accelerated response times for inquiries and ticketing.
Personalized support at scale using unified customer data.
Enabled 600+ sellers with faster, more efficient workflows.

Architecture

Customer interactions from multiple channels are centralized in Dynamics 365. Data flows to Azure Data Warehouse/Synapse for analysis. Azure OpenAI Service powers chatbots that generate automated responses and summaries, and routes complex queries to relevant internal departments. AI-generated documentation is integrated with regulatory and compliance systems. Ongoing development connects a voice bot with customer account data.

Sources & evidence1

Live sourceStill referenced

The case's original source is still reachable.