Manual review of 18,000 entries was slow and inconsistent. AI now standardizes categorization, cutting process time by 75%.
An insurance provider receives up to 18,000 customer feedback entries annually across telephone calls, online channels, and surveys.
Staff manually reviewed unstructured data one by one, a process plagued by subjective judgment and inconsistent categorization that delayed business...
“Controlling expectations for generative AI is key, to avoid falling into underestimation, or conversely overconfidence that it’s a ‘universal tool that can do anything’. To this end, it was important for everyone in the user department to engage the project with a sense of satisfaction. By performing user verification in each instance with products that actually work in weekly agile development, we made consistent improvements.”
Life insurance, medical coverage, and retirement savings products for individuals.
IT tracked just 26% of live events. Now, AI monitors everything and resolves bugs autonomously.
Manual fixes held back IT. Deployed in six weeks, AI now resets passwords and triages tickets, cutting L1 volume by 43%.
Manual sampling missed millions of guest signals. AI now analyzes every interaction and automates 25% of staff requests.
Seasonal surges overwhelmed 600 specialists. Now, AI agents autonomously resolve order tracking and FAQs using real-time data.