A Tier 1 global insurer embarked on an ambitious transformation journey to redefine its customer experience in the travel business line. With a vision to leverage cutting-edge GenAI technology, the insurer aimed to revolutionise how general inquiries—accounting for 40% of inbound calls—were handled. The objective? To deploy a seamless, customer-facing virtual assistant capable of delivering instant, accurate, and personalised solutions while driving operational efficiency.
However, before scaling the insurer faced a pivotal decision: ‘build’ an internal solution or ‘buy’ an integrated solution with an external GenAI provider. It needed a structured, strategic approach to test, refine, and optimise the best-fit solution.
How did we help?
We adopted an agile approach, working collaboratively with the insurer’s cross-functional teams—including Operations, CX, UX/UI, Compliance, and Data Protection—alongside the external GenAI provider, we executed a targeted plan:
- A/B Testing: We delivered Minimum Viable Products (MVPs) through iterative development cycles. A robust A/B testing strategy was implemented, tracking KPIs daily and enabling continuous improvement.
- Empowering Teams for Success: We designed and delivered tailored training programs to equip call centre agents with the skills and confidence to harness GenAI tools effectively.
- Ensuring Operational Excellence: Comprehensive UAT, Beta, and PEN testing were executed to validate the MVPs performance, stability, and security. We also developed an automated testing framework, streamlining future scaling and deployment efforts.
- Building the Business Case for ROI: To strengthen executive buy-in, we recut the business case to size the ROI, leveraging digital adoption rates and potential resolution metrics. This provided clarity on GenAI’s tangible and strategic value.
Driving Measurable Impact
In collaboration with the client, we enabled the first-ever AI automation for handling general inquiries, marking a significant milestone in the insurer’s digital transformation:
- Enhanced Efficiency: Reduced the average handling time for inquiries by 20% on a sample of cases in the pilot, during a seasonal surge.
- AI Adoption: Nearly 100% NPS scores from call centre agents, citing improved accuracy and confidence.
- Operational Excellence: Achieved over 90% accuracy and first-question resolution metrics, solidifying the solution’s success.
Crucially, we provided a clear roadmap for scaling the solution globally, with a view on the long-term operating model impacts of deploying AI. By doing so, we improved the insurer’s maturity and stakeholder confidence in using GenAI, paving the way for broader adoption across its ecosystem.
To conclude, for organisations navigating the GenAI landscape, the question is not if but how to deploy it for maximum value.
Are you ready to lead your industry with GenAI? Let’s shape the future together. Read more about our work in Data and AI here.
