AI & Digital Products
A large insurer wanted a conversational assistant for policyholders to check coverage, submit claims, and get answers 24/7 without overloading call centres.
AI Assistants & Chat
Conversational interfaces and chatbots that understand context and complete tasks.
Call centre volume and average handle time were rising; simple queries were tying up agents. We designed and built an AI assistant that could authenticate users, read policy details via their APIs, and handle intents such as “What’s my coverage for X?”, “How do I submit a claim?”, and “When is my next payment?” We used a hybrid approach: LLM for understanding and drafting, with strict guardrails and fallback to human handoff for sensitive or ambiguous cases. We also integrated with their CRM so handoffs carried context.
After six months in production, the assistant handles about 30% of inbound queries without transfer; call centre volume for the supported intents is down, and customer satisfaction for assistant interactions is on par with live agents for those tasks.
Key Outcomes
- ·~30% of supported queries handled without transfer
- ·Reduced call centre volume for covered intents
- ·CSAT for assistant on par with live agents for those tasks