Infobip, LAQO first to adopt a GPT enabled digital assistant

Global cloud communications platform Infobip and leading digital insurance company LAQO by Croatia insurance became the first to adopt a GPT enabled digital assistant for customer support in the European fintech industry. Available through WhatsApp, LAQO GPT will offer its clients fast, accessible, and always on customer support, creating a conversational customer journey to improve the experience and boost satisfaction. The digital assistant is customisable to suit specific customer needs and can handle many customers simultaneously. Bruketa&Zinic&Grey-an advertisement company helped train the new digital assistant to provide LAQO’s tone of voice and brand personality.

In the first phase, LAQO GPT will answer questions about LAQO products, processes, and administrative inquiries in Croatian and English regardless of time or location, enabling the firm to provide round the clock customer support. Subsequently, the firm will expand its range of AI-enabled customer processes. WhatsApp remains the primary digital customer communications channel for LAQO. The new WhatsApp digital assistant will help free up customer agents' time to focus on more complex client queries and issues that require human intervention, further improving the experience. LAQO clients can still contact agents directly through the digital assistant should they need to.

Ana Zovko, Head of LAQO, said "Following the introduction of crypto payments and the launch of the LAQO Museum in the metaverse, implementing artificial intelligence was a very logical step for us at LAQO. We have found a way to improve our clients' customer experience even further and provide them with faster and more personalised support. As a fully digital insurance, we strive for constant availability, regardless of time or location, and GPT will allow us to be there for our clients - 24 hours a day, seven days a week.”

Roberto Kutic, COO at Infobip, said “In the era of conversational everything, two-way conversations are vital across the customer journey. Whether for marketing, sales or support, customers want conversations with a business or brand on their preferred channel. At Infobip, we co-create with our partners and clients to accelerate innovation and develop new solutions that create a richer and more proactive experience. We are fully committed to the development and implementation of artificial intelligence solutions. With our advanced Gen AI-enabled Conversational Experience Platform, Experiences, we developed full-blown conversational-insurance support.”

Croatian Telekom, a member of the Deutsche Telekom Group and Infobip partner, was part of the solution’s technical delivery.