Zilveren Kruis is an insurance company. Digitalization in insurance is one of the biggest goals for Zilveren Kruis. For this reason, investing in innovations such as conversational AI is important. They believe this will change their customer services in a way that has never been before. The company strives for a 9+ customer experience. With conversational AI, they are reachable 24/7 and able to help customers faster. Having conversational agents in their service also helps them to organize their contact centres differently. In the future, customer service agents will be able to invest more time and give personalized care for customers who still prefer to speak with humans. Zilveren Kruis is therefore motivated investing in conversational AI to optimise customer experience on all levels.