A Google Chat agent guides employees through property damage and liability claims, GDPR-compliant, with near 100% file completion.
A major European supermarket chain wanted to modernize claims intake for property damage and general liability (GL) across its stores. Until then, teams relied on paper forms or Excel files and had to follow different processes depending on whether the claim concerned damage to the store — broken glass, fire, theft — or a customer who was injured, such as a fall or injury. Collecting information was time-consuming, and incomplete files led to follow-ups and delays.
The retailer chose to deploy a conversational agent in Google Chat. From that chat, an employee starts the declaration by specifying the type of claim: store damage or customer injury/GL. The agent then guides the user through a dynamic flow, asking only the relevant questions.
The project was conducted with increased attention to GDPR. Field definitions, hosting, and data retention periods were aligned with the recommendations of the data protection officer and legal counsel, collecting only relevant information.
Fields become mandatory or disappear depending on context: the precise location is requested only after selecting the area, and questions about a liable third party appear only if a third party is involved. Collection of photos and documents is integrated; the agent reminds users that no individuals must appear in the images.
Employees start the declaration from the company's Google Chat app. The chatbot verifies their identity and offers either a property-damage claim or a liability claim.
Flows branch depending on claim type. Property damage covers the building, goods, and equipment; GL claims collect circumstances and injury location. Only relevant questions are shown.
Codified dropdown lists ensure consistent answers. The agent generates a structured JSON file per case, sent securely to the broker or insurer's system.
Production required building two main business guides.
For broken glass, fires, water damage, theft, storms and other material losses. This guide checks the area and location of the claim, collects estimated amounts, and asks whether a liable third party or business interruption is involved. If a third party is mentioned, their contact details are requested.
Used when a customer or third party is the victim of bodily injury or material damage. It captures the circumstances, injury location — head, arms, legs — and severity, then the identity and contact details of the victim and witnesses. The agent suggests adding photos, but reminds users to keep images anonymous.
Incidents are grouped by codes, facilitating reporting and case prioritization. Model fields are aligned with the partner insurer's standards so that transmission requires no adaptation.
To ensure personal data protection, only strictly necessary information is collected, and access to cases is restricted. The system automatically masks any non-relevant health data and deletes documents after processing.