Region: North America

Introduction

A leading insurance provider serving millions of customers aimed to modernize its customer experience while reducing operational overhead. The company sought an AI solution that could deliver personalized policy recommendations and streamline internal workflows.

Challenge Statement

Facing growing competition and rising service costs, the insurer struggled with:

A fragmented customer service experience;

High overhead in managing complex plans and customer data;

Limited ability to provide personalized support at scale.

Solution

Organizational Brain:

Integrated with intake forms, chatbots, and call logs to understand customer preferences and needs.

Provided agents and assistants with real-time prompts and policy guidance.

Enabled consistent, empathetic communication aligned with regulatory and product guidelines.

Customer Intelligence Agent:

Recommended plans based on lifestyle factors, budget, and usage trends.

Surfaced underutilized benefits and sent proactive alerts for renewals and reimbursements.

Tracked feedback and experience across channels for continuous improvement.

Transformative Outcomes:

Customer Satisfaction: 40% reduction in support ticket volume and faster resolution times.

Operational Efficiency: Centralized knowledge reduced cross-team redundancy, saving 20% in administrative costs.

Personalization at Scale: Customers received timely, relevant support and benefit utilization increased.