Transcripts held hidden signals legacy models missed. GenAI now tracks sentiment, alerting agents to intervene before issues escalate.
A leading insurance provider sought to improve insights from frequent customer interactions while maintaining strict data privacy and IT governance standards.
Slow development cycles for customer engagement strategies limited the ability to test hypotheses quickly. Additionally, existing models struggled to...
“We want to provide customers with the best possible experience. Using GenAI, Allstate better understands significant touchpoints on the customer journey so we can resolve issues faster and increase customer satisfaction. This is our vision for AI, and BCG’s great work helped get us there.”
Personal and commercial insurance provider for auto, home, and life.
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