Maxi - Chatbot answering questions on insurance

The Social Insurance Aargau SVA has introduced the Maxi Chatbot in order to reduce the number of questions received daily. The chatbot can answer general questions without sensitive data content. In the future, all further emails should run through automated and intelligent (learning) triage and further processing. To do this, requests with personal data must be correctly triaged by the chatbot and, depending on the type of request, directly trigger a process on the specialist application. With the introduction of the "Maxi" chatbot, remedial measures were taken and mail inquiries reduced by around 30%.