How Vanbreda authenticates and routes healthcare customers across three languages.
A leading Belgian insurance broker deployed Stellar's voice AI on their healthcare division's inbound line, integrated with Genesys for intelligent routing and caller authentication.
At a glance
Vanbreda, a leading Belgian insurance broker, deployed Stellar's voice AI agent on the inbound line of its healthcare division, integrated with Genesys for call routing and authenticating callers before handing them to the right department:
- Stellar's voice AI agent handles every incoming call across Dutch, French, and English, in line with Vanbreda's multilingual customer base
- 95% intent recognition and routing accuracy — up from 65% with their previous traditional IVR setup — ensures callers consistently reach the right department on the first try
- 80% end-to-end identification of customers means most callers are verified by the agent before reaching a human, removing repetitive identification work from Vanbreda's support team
About Vanbreda
Vanbreda Risk & Benefits is one of Belgium's largest independent insurance brokers. Their healthcare division handles a high volume of inbound calls from members across Belgium's multilingual landscape, where callers may speak Dutch, French, or English.
For Vanbreda, every inbound call starts with two critical steps: identifying who the caller is and getting them to the right department. Done well, these steps are invisible to the customer. Done poorly, they create frustration, wasted time, and misrouted calls.
The challenge
Vanbreda's healthcare division operates in a multilingual environment where every call needs to be authenticated and routed correctly, regardless of the caller's language. Human agents were spending significant time on these repetitive steps before they could even begin addressing the customer's actual question.
Their traditional IVR system achieved only 65% routing accuracy and couldn't handle the nuance of multilingual identification or the complexity of routing to the right department based on the caller's specific situation. Vanbreda needed a solution that could naturally converse in any of their three supported languages, reliably authenticate callers, and route them to the correct department, all before a human agent picks up.
The solution
Vanbreda deployed Stellar's voice AI agent on their healthcare division's inbound line, integrated with Genesys for seamless call handoff. The AI agent handles every incoming call, automatically detecting the caller's language and conducting the conversation in Dutch, French, or English.
The agent authenticates each caller by collecting identifying information through natural conversation, then routes them to the appropriate department based on the nature of their request. When the call reaches a human agent, the customer has already been verified and the agent has full context on who they're speaking with and why.
The results
Stellar's voice AI agent now handles every incoming call on Vanbreda's healthcare line across all three languages. The results speak to both accuracy and operational impact:
With 95% intent recognition and routing accuracy — up from 65% in their previous traditional IVR setup — callers consistently reach the right department on their first try, eliminating the frustration of being transferred multiple times. And with 80% end-to-end identification of customers, most callers are already verified by the time they reach a human agent, removing the repetitive identification work that used to consume the opening minutes of every call.
For Vanbreda's support team, this means they can start each conversation with context and focus on what actually matters: helping the customer with their question.
