Customer
The German Social Accident Insurance Institution for the Construction Industry (BG BAU) is the statutory accident insurance provider for companies in the construction industry and construction-related services in Germany. Its main tasks include the prevention of occupational accidents and diseases, advising companies and employees on occupational safety issues, and rehabilitation and compensation following occupational accidents or diseases. The Neo Enterprise Assistant Platform – Proof of Value project was implemented by BG BAU in collaboration with msg.
Challenge
The BG BAU offers a wealth of valuable information on its website, but this is often difficult for users to find – both via the internal search function and via external search engines. In addition, the service hotline is only available at certain times, which is a particular hurdle for employees with limited availability. Another problem is the language barrier, which makes it difficult to access important information.
At the same time, recent surveys have shown a growing interest in digital assistance systems: according to a study by the digital association Bitkom, one in four German citizens can already imagine using chatbots, and 41 percent consider their use in customer service to be attractive. Nevertheless, BG BAU currently lacked a clear picture of what information its users actually seek and expect on the website.
To address these challenges, BG BAU planned to test the use of the Neo Enterprise Assistant Platform (chatbot) on its homepage as part of a proof of concept (PoC).
Goal
The goal was to improve the accessibility of information, expand customer service, and establish a GDPR-compliant solution hosted in an owner-managed data center in Germany.
Solution
To overcome these challenges, a chatbot was provided for BG BAU in a test environment. This digital assistant uses only content from the BG BAU website to answer user queries in a targeted and precise manner. Due to technical limitations of the content management system, certain documents could not be exported directly, so alternative ways of providing relevant information were used. The use cases were extensively tested by the editorial team of the Communications Department to ensure high-quality responses. The chatbot was trained on the basis of freely available documents, without the use of generative AI. This ensured that the information provided was reliable, GDPR-compliant, and precisely tailored to the needs of BG BAU users.
The chatbot offers BG BAU and its users considerable added value. It enables quick and individual responses to inquiries in German and reduces language barriers through automatic translations. This facilitates access to important information and significantly improves the user-friendliness of the website. In addition, the chatbot significantly increases BG BAU's accessibility by providing digital support around the clock. This leads to higher customer satisfaction and at the same time reduces the workload on customer service, as recurring inquiries can be answered automatically. Thanks to modern and flexible interfaces, the chatbot can be easily integrated into BG BAU's existing system landscape. In addition, an integrated feedback function enables continuous quality assurance and further development, so that the chatbot can be constantly optimized and adapted to the needs of users.
Client: BG BAU
Project name: Neo Enterprise Assistant Platform – Proof of Value
Initial situation:
- BG BAU website with lots of valuable information, but which cannot be found accurately using the search function or search engine results.
- Service hotline only available during service hours
- Language barrier with regard to the BG BAU homepage and service hotline
- According to a representative survey commissioned by the digital association Bitkom, one in four German citizens can now imagine using chatbots. 41 percent find chatbots attractive for use in customer service.
- BG BAU does not currently know what information customers are looking for or expect to find on the BG BAU websites
- BG BAU would like to test the possible applications of the Neo Enterprise Assistant Platform (chatbot) on the BG BAU homepage as part of a proof of concept.
- Hosting in an owner-managed data center in Germany – GDPR compliant
Task/solution:
- Provision of a chatbot in a test environment for BG BAU
- The chatbot uses only content from the BG BAU website to answer questions
- Removal of certain documents from the BG BAU website due to a lack of export options from the content management system
- The use cases were tested by the editorial team of the communications department
- The chatbot's learning basis is based on freely available documents, without the use of generative AI
Benefits:
The chatbot...
- enables quick and individual responses to inquiries in German
- reduces language barriers through automatic translations
- increases the accessibility of BG BAU, thereby boosting customer satisfaction, improving customer service, and reducing the workload on customer service staff
- can be integrated into the existing BG BAU system landscape thanks to flexible and modern interfaces
- through a feedback function
