Customer Service Desk: AI Agent for Insurance Policy Management
Client:
Leading US Insurance Provider
Industry:
Insurance
Technology:
Anthropic Claude LLM, AWS Bedrock, Python, Prompt Engineering
About the client
The client struggled with high operational workload, handling 3,000 support emails daily for policy management. Key manual tasks included updating contact preferences, modifying insured members, managing producer licenses, and processing claim-related queries.
Challenges
- Critical Bottlenecks: CSRs manually handles multiple support email inboxes with forms attached, usually takes significant amount of time to address the customer ticket.
- Operational Overload: Multi-stakeholder workflows (agencies, underwriters, insurers) inflated processing costs or routine tasks.
- Scalability Barriers: The company faced overwhelming volume with 3,000+ monthly policy-related queries.
Solutions
To address these challenges, Evoke Technologies deployed an intelligent Customer Service Desk Agent powered by advanced GenAI technologies. This solution automates the interpretation, classification, and resolution of customer issues, significantly reducing manual effort and enhancing operational efficiency. The solution features:
- Intelligent Email Processing
- Smart Classification
- Information Extraction
- Backend Integration
- Intelligent Responses
- Advanced AI Components: The solution leverages multiple AI agents working in coordination
Benefits
- Enhanced Operational Efficiency: The automated system significantly reduces customer support turnaround time while requiring fewer resources
- Cost Optimization: This automation solution not only enhances underwriter team efficiency but also delivers substantial reductions in operational costs
- Scalable Performance: The system efficiently handles the high volume of daily communication while maintaining consistent quality
