Transforming Customer Support
for a Global Insurance Leader
Our client, a major international insurance company,
wanted to boost customer engagement and satisfaction
using the latest AI technology. This led to the development
of an AI-powered chatbot designed to interact and assist
users on their website. Beyond just building the chatbot,
a key challenge was managing the risks associated
with deploying this new system.
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EXECUTIVE SUMMARY
Challenge
Transforming customer support for a large insurance company seeking 24/7 service while mitigating costs.
Approach
Strategically initiating the use of LLM-powered chatbots, starting with domain-specific contexts, and ensuring compliance with regulations.
Implementation & Solution
Utilising a two-model setup with LLMs and Retrieval Augmented Generation for accurate responses, deploying on Azure Cloud, and maintaining flexibility with a mixed internal-external development team.
Impact for client
Achieving 24/7 customer support across domains, engaging users with a user-friendly front-end, and initiating the company’s exploration into AI technology.
Learnings & Challenge
Discovering the importance of risk management from a project’s outset, refining accuracy through context adjustments, and identifying innovative ideas through collaborative brainstorming sessions.
Nice to meet You,
My name is Edward and I am the author of this case study and Strategy Lead here at ADC. Our team has extensive experience in developing solutions that help streamline data management processes and create robust strategies. If you would like to receive this case study personally from me, then click the button below.
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