Leading insurance and finance company to use AI technology to provide
instant online support to its customers

Cambridge-based web services company, Transversal (,
announced today that Direct Line Group ( is to use
Transversal’s Metafaq technology to provide a simple and fast way for
customers to ask questions and automatically receive answers at every stage
of an internet transaction process. By providing automatic answers Direct
Line aims to reduce the number of online transactions abandoned midway due
to customers requiring further information about the insurance and financial
services products available on its website, allowing customers to complete
their purchases.

Direct Line offers a variety of services ranging from motor and home
insurance to loans and mortgages, therefore it required a system that could
deal with the sheer variety and complexity of customer questions in a quick
and efficient manner. Customer queries such as “What difference will moving
to a new postcode have on my insurance premium?” or “Can I vary my loan
repayments?” can now be answered quickly and comprehensively while online.

Justin Skinner, Direct Line’s online marketing manager, said: “In common
with many other businesses, our customers come up with many new questions
regarding our products and services as they go through the transaction
process. We wanted to encourage customers to complete online transactions by
being able to answer their questions at any stage of the buying process.
Metafaq ensures we have a system that can deal with a wide range of
questions asked, quickly and efficiently. As a result customers are able to
enter into agreements where they have total confidence that they understand
all the details.”

Dr Davin Yap, founder and CEO of Transversal, said: “Abandoned online
transactions are becoming an increasingly important issue for many online
operations. Many of these transactions are abandoned because web customers
are unable to find specific answers in a timely and simple manner. Metafaq
will enable Direct Line to provide an effective automated service, which
improves customer service.”

Transversal’s Metafaq product utilises artificial intelligence, enabling any
organisation to answer questions posed to their websites immediately. When a
website visitor asks a question, Metafaq returns appropriate responses from
a knowledgebase of previously asked questions. Only questions that cannot be
answered are forwarded to support staff. Their responses are then
simultaneously e-mailed back and added to the knowledgebase to be used to
answer future queries. The more questions that are asked and answered, the
better the system becomes at handling queries. The system ensures a dynamic
and up-to-date knowledgebase of the information customers need most.

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