At CDI, we specialize in auditing, training, and consulting for enterprises that are looking to build successful AI Assistants that deliver business value. We’re excited to share insights from our recent collaboration with VGZ, where we conducted a comprehensive audit of their conversational AI capabilities.
Introducing the CDI Audit
When designed well, AI Assistants can substantially increase automation rates, improve customer satisfaction, and reduce the overall cost to serve. However, achieving such outcomes requires a holistic approach that encompasses both people and organizational elements. Here’s where our audit comes into play.
Our auditing process is rooted in the CDI Standards Framework, an instrument designed to evaluate an organization's progress towards conversational AI maturity. Developed by CDI, the framework describes the requirements for success on both the individual level (skillset and mindset) and on an organizational level (culture and systems).
The CDI Audit looks at vision, business plans, guidelines, and more. It provides organizations with a 360-degree overview on where they stand, and how to move towards conversational AI excellence.
Presenting our findings to VGZ
On Thursday, September 12, we had the privilege of visiting VGZ's headquarters in Arnhem to present our audit report officially. VGZ is a leader in health insurance in the Netherlands and is committed to continuous improvement and maturing of their digital service channels.
The insights and recommendations from the CDI Audit serve as valuable input for VGZ's short and long-term roadmap on conversational AI. By aligning with the organization’s ambitions and vision, VGZ is well-positioned to advance its conversational maturity and deliver even better digital experiences to its users.
We presented the results to the whole team, including leadership, head of IT, product owner, and several digital experts and conversation designers.
Moving forward
We thank VGZ for putting their trust in CDI and look forward to seeing how VGZ leverages these insights to further strengthen its position as a health insurance leader, leveraging mature customer-centric, technologically advanced solutions with a human touch.
