Infobip and LAQO became the first to adopt a GPT-enabled digital assistant for customer support in the European fintech

Vodnjan, Croatia, July 4, 2023 – 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.

With a strong history of innovation, LAQO wanted to enhance its customer service and provide fast, accessible, and personalised support. In collaboration with Infobip they developed LAQO GPT, which immediately answers to frequently asked questions. The digital assistant is customizable to suit specific customer needs and can handle many customers simultaneously.

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 24/7 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.  

LAQO GPT digital assistant is the result of combining Infobip’s cloud communications platform, Microsoft’s GTP technology and Azure services – alongside integrating WhatsApp. In addition, Bruketa&Zinic&Grey helped train the new digital assistant to provide LAQO’s tone of voice and brand personality.

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. In the following stages of development, our clients will be able to talk with digital assistant about the details of customer processes, not just about the offers, just like you would do with any actual person. We thank the Infobip team, with whom we developed the project from start to finish, for their support and implementation.”

Davor Bruketa, Creative Director at Bruketa&Zinic&Grey, said: “With the help of new generation generative artificial intelligence, customers can now enjoy a personalised experience similar to interacting with a human when engaging with brands. This kind of one-on-one communication with millions of people at the same time was never possible before. It’s exciting that this is one of the first examples of a brand character becoming an interlocutor in communication with users.”

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

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. With over a decade of industry experience, Infobip has expanded to 75+ offices globally. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.