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Chatbot and Voice Assistant
We aim to provide you with the best possible service across all our communication channels. The handling and transparency in processing your data are very important to us. Here you will find explanations and terms of use for our chatbot Leo and our telephone voice assistant Leonie (hereinafter also referred to collectively as "chat assistant"). Leo and Leonie are multilingual. The AI texts in the chat are exclusively machine-translated. Please note that these translations are not checked by Generali.
Terms of use
Generali makes great efforts to ensure quality. When using the Chat Assistant, information and data are collected and processed to improve and further develop the Chat Assistant and Generali's product and service offerings. Any use that violates applicable legal provisions, particularly defamation, violation of personal rights, or third-party rights through abusive use, or that contravenes the stated terms of use, is prohibited. Specifically prohibited are activities that disrupt, impair, overload, manipulate (e.g., forced hallucination), or otherwise misuse the Chat Assistant.
Since the responses generated by the artificial intelligence are based on the inputs you provide, Generali cannot guarantee that the responses are always correctly formulated. Therefore, Generali cannot make any assurances regarding the timeliness, accuracy, or completeness of the responses, and any liability in this regard is disclaimed to the extent permitted by law. The responses are thus not legally binding and do not reflect the views of Generali. For unequivocally correct answers to questions, alternative contact options should be used, or individual advice should be sought. These provide you with individual and reliable information on your questions.
Leo and Leonie are protected by intellectual property rights, including copyrights. Copying, modifying, or distributing the Chatbot Assistant without the permission of the rights holder is not allowed.
Generali is entitled to block the Chat Assistants at any time and without prior notice in the event of violations of the presented terms of use.
Generali reserves the right to refuse insurance benefits if false information has been provided.
All legal relationships arising from the use of the Chat Assistant are subject to Swiss substantive law. The exclusive place of jurisdiction for all types of proceedings is Adliswil (Switzerland). Mandatory legal jurisdictions remain reserved.
Leo and Leonie complement Generali's communication offerings. Alternatively, other contact options and our experts are of course also available to you. Furthermore, we refer to the "Legal Notices" which are an integral part of these terms of use.
Chat with our chatbot Leo
"Leo" is our innovative chatbot that makes interaction with our website seamless and efficient. This powerful chatbot solution is based on Enterprise Bot's patent-pending DocBrain technology and GPT-4o technology. As an AI chatbot, Leo uses generative artificial intelligence to respond to questions and answers.
What questions can Leo answer?
Leo specializes in providing helpful answers to your questions around the clock. For example:
- General questions about our services
- Simple questions about our insurance products
- Links to forms and useful information
- Claims for motor vehicle damage are recorded quickly and easily.
- And much more.
Important:
- The data and the context of your enquiry will be stored and may be taken into account for follow-up questions.
Calling with our voice assistant Leonie
To efficiently connect you with the right department over the phone, we have developed our voice bot "Leonie". Leonie is based on modern GPT-4o technology from Azure OpenAI and is equipped with the powerful speech-to-text services of Microsoft Azure. As an AI chatbot, Leonie uses generative artificial intelligence to respond to questions and answers. With Leonie, you can verbally communicate the reason for your call. You no longer need to navigate through a traditional voice menu system with various options.
How can Leonie help you?
Leonie specializes in recognizing your concern and directing you to the appropriate department. Your voice input is processed in real-time to ensure seamless and effective communication. Benefits of Leonie:
- Leonie understands your verbal request.
- She can ask you follow-up questions if necessary.
- She connects you with the right specialist to personally handle your concern.
Questions and answers about Leo
Leo, our chat assistant, utilizes the language capabilities of ChatGPT. When you ask Leo a question, he formulates an appropriate response using integrated artificial intelligence (AI). However, Generali cannot guarantee that the responses are always correct, complete, or accurate.
For motor vehicle damage claims, Leo guides you step by step through the process. You can first authenticate yourself and then enter the relevant information, such as the details of the claim. Leo ensures that all the necessary information is entered and forwards your report directly to the relevant department. This ensures that your claim is processed efficiently.
Leo cannot answer questions about individual insurance policies. While Leo answers many questions correctly, there may occasionally be incorrect responses or inaccurate formulations. Therefore, no assurances can be made regarding the timeliness, accuracy, or completeness of the responses, and any liability in this regard is disclaimed to the extent permitted by law.
If you have individual questions or notice an error, please contact our customer service on 0800 881 882 or by e-mail at info.ch@generali.ch. We are happy to assist you.
Leo's responses are intended for guidance and do not replace individual consultations with an advisor. Please critically evaluate the responses and do not rely solely on them. Artificial intelligence is new to many of us, and we need to learn how to use it and recognize its limitations.
When you use the interaction function with a human customer advisor, your messages are transmitted securely and treated confidentially. They are encrypted using HTTPS (Hypertext Transfer Protocol Secure) and stored in Switzerland in accordance with GDPR guidelines. For the use of the ChatGPT functionality in the chatbot, user inquiries are additionally sent to and processed by Microsoft Azure OpenAI interfaces in Europe. These data are securely transmitted to Microsoft Azure via HTTPS and stored for a maximum of 30 days. User inquiries are not used to train the OpenAI language model.
For motor vehicle damage claims with Leo, the entered data is sent directly to Generali for further processing. No Microsoft Azure OpenAI functionalities are used for this purpose.
Your satisfaction is our top priority. If you prefer to speak personally with our customer service or have special concerns, our insurance experts are here for you. You can reach us on 0800 881 882 or by e-mail at info.ch@generali.ch.
Questions and answers about Leonie
With Leonie, you can easily interact with Generali using your voice. Your voice input is accurately recognized and converted into text in real-time using Speech-to-Text services. Machine learning algorithms are used, which are specifically trained to understand various accents, dialects, and speech patterns. Leonie understands your concern, asks follow-up questions if necessary, and connects you with the appropriate department.
Yes, Leonie also understands Swiss German. The speech-to-text services support regional dialects. However, Leonie will always respond to you in standard German.
The technologies we use are secured by the security standards of Microsoft Azure and Enterprise Bot. Your data is always encrypted and processed in secure environments to ensure data protection and confidentiality.
If Leonie has difficulty understanding your concern, you will be automatically forwarded to a specialist. Our customer service ensures that your concern is handled personally.
Data protection
As an insurance company, protecting the personal data of our policyholders and prospects is a very important concern for us. We comply with all applicable data protection laws and additional standards. Furthermore, we strive to continuously improve data protection and your customer experience. When using the Chat Assistant, we work with a chatbot (ChatGPT) that employs forms of NLP and Deep Learning. Chat assistants can directly capture or process some customer concerns during chats. For these self-services and to provide you with an optimal response, the input of data is necessary. To enable our customer service to contact you, we also need data such as your name, email address, and specific inquiry. Personal data should only be entered when explicitly requested. In other cases, no personal data is necessary. If you are already a customer of Generali, we need additional information to appropriately identify you and verify the business relationship. When processing and entering data into the chatbot, the data is processed solely for the purpose of responding to the inquiry. The chatbot does not use additional cookies or tracking tools for personal identification. During a live chat, you decide which data and information you want to share with us. These additional data are also processed solely for the purpose of responding to your inquiry or improving customer service.
The data you enter is transmitted securely and in encrypted form via HTTPS. No data (including metadata) is transmitted to or stored in countries outside of Europe. When using the Chat Assistant, we work with processors who can process the data according to our instructions and specifications, whether with Azure Open AI or Google Cloud. Your data is stored, archived, and then deleted by Generali after five years, unless there is an additional justification that warrants longer retention.
Please also note our privacy protection and cookie policy when using the Chat Assistant. By using the Chat Assistant, you agree to the data processing.
