Digital assistance for
BG BAU

Customer

The German Social Accident Insurance Institution for the Construction Industry (BG BAU) is the statutory accident insurance provider for companies in the construction industry and construction-related services in Germany. Its main tasks include the prevention of occupational accidents and diseases, advising companies and employees on occupational safety issues, and rehabilitation and compensation following occupational accidents or diseases. The Neo Enterprise Assistant Platform – Proof of Value project was implemented by BG BAU in collaboration with msg.

Challenge

The BG BAU offers a wealth of valuable information on its website, but this is often difficult for users to find – both via the internal search function and via external search engines. In addition, the service hotline is only available at certain times, which is a particular hurdle for employees with limited availability. Another problem is the language barrier, which makes it difficult to access important information.

At the same time, recent surveys have shown a growing interest in digital assistance systems: according to a study by the digital association Bitkom, one in four German citizens can already imagine using chatbots, and 41 percent consider their use in customer service to be attractive. Nevertheless, BG BAU currently lacked a clear picture of what information its users actually seek and expect on the website.

To address these challenges, BG BAU planned to test the use of the Neo Enterprise Assistant Platform (chatbot) on its homepage as part of a proof of concept (PoC).

Goal

The goal was to improve the accessibility of information, expand customer service, and establish a GDPR-compliant solution hosted in an owner-managed data center in Germany.

Solution

To overcome these challenges, a chatbot was provided for BG BAU in a test environment. This digital assistant uses only content from the BG BAU website to answer user queries in a targeted and precise manner. Due to technical limitations of the content management system, certain documents could not be exported directly, so alternative ways of providing relevant information were used. The use cases were extensively tested by the editorial team of the Communications Department to ensure high-quality responses. The chatbot was trained on the basis of freely available documents, without the use of generative AI. This ensured that the information provided was reliable, GDPR-compliant, and precisely tailored to the needs of BG BAU users.

The chatbot offers BG BAU and its users considerable added value. It enables quick and individual responses to inquiries in German and reduces language barriers through automatic translations. This facilitates access to important information and significantly improves the user-friendliness of the website. In addition, the chatbot significantly increases BG BAU's accessibility by providing digital support around the clock. This leads to higher customer satisfaction and at the same time reduces the workload on customer service, as recurring inquiries can be answered automatically. Thanks to modern and flexible interfaces, the chatbot can be easily integrated into BG BAU's existing system landscape. In addition, an integrated feedback function enables continuous quality assurance and further development, so that the chatbot can be constantly optimized and adapted to the needs of users.