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Insurance (Personal and Commercial Lines)
Automated Policy Advisory in Insurance
Company
Industry: Insurance (Personal and Commercial Lines)
Number of Employees: 4,000
Year Founded: 1970
Country: Canada
Problem
Customer service representatives frequently struggled to access the latest information on various policy options. They spent significant time flipping through multiple systems, which delayed policy issuance and undermined cross-selling opportunities.
Solution
A RAG chatbot was integrated with the insurer’s policy database, claims data, and regulatory documents. In real time, it generated personalized policy recommendations and detailed explanations, helping representatives expedite customer interactions and improve upsell accuracy.
Result
- Before: Typical call-handling time was 10 minutes
- After: Call-handling time decreased to 5 minutes, a 50% reduction
- Additional Outcome: Cross-selling success rate rose from 12% to 20%, boosting revenue
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