The Croatian Health Insurance Fund (HZZO) has introduced HANA, an AI-powered virtual voice assistant that answers all calls on their toll-free phone lines, available 24 hours a day, 7 days a week.
About HZZO and the Challenge
HZZO serves citizens, insured persons, and contractual partners by providing timely, accurate, and detailed information regarding compulsory health insurance, supplementary health insurance, and business operations.
HZZO's Contact Center was established back in 2012, and over the years, more than 300 trained employees have been involved in providing information and assistance. On average, staff processes approximately 400,000 calls annually.
The Solution: AI Virtual Assistant HANA
HZZO is particularly dedicated to aligning its operations with advanced technologies and the spirit of the times. The introduction of AI virtual voice assistant HANA was another step towards better accessibility and service quality.
HANA uses advanced artificial intelligence technology for speech recognition and understanding. During its operation, it continuously learns user needs, expands its knowledge, and can accurately answer an increasing number of questions.
What does HANA stand for?
- H - HZZO (Health domain)
- A - AI (Digital assistance for users)
- N - National (National healthcare system)
- A - Assistant (Professional dimension in communication)
Phone Lines
AI virtual voice assistant HANA answers on toll-free phone lines:
Key Benefits
Significantly Reduced Wait Times
Users receive instant answers without waiting in queue.
24/7 Availability
Customer support available at any time of day or night.
Operator Relief
Human operators can focus on more complex inquiries.
Better User Experience
Overall improvement in contact experience with HZZO.
“This innovation enables users to receive instant answers to the most common questions, making HZZO accessible 24 hours a day, 7 days a week without waiting.”
The implementation of AI virtual assistant HANA represents a significant step in the digitalization of the Croatian healthcare system. By combining advanced AI technology with the long-standing experience of HZZO's contact center, HANA provides users with fast, accurate, and accessible support at any time.