AI-Powered Real-Time Support for Insurance Customer Service

In the highly competitive insurance sector, delivering fast, accurate, and empathetic customer service is a key differentiator. Our client, a leading European insurance provider, wanted to enhance the effectiveness of their contact center teams using AI.

The Challenge

Their support teams faced challenges like:

• Difficulty identifying customer mood and urgency during calls
• Agents losing time searching through long policy PDFs or internal knowledge bases
• Inconsistent answers to common policy-related questions
• High cognitive load on agents, especially in multi-policy or multi-country cases

Our Approach

We implemented a real-time AI assistant that augmented every customer interaction with:

• Live Sentiment Analysis

  • A real-time transcription model captured the customer conversation
  • A fine-tuned sentiment analysis model flagged negative, neutral, or urgent tone
  • Visual alerts helped agents adapt tone and pacing instantly

• Policy-Aware Question Matching

  • The system recognized customer questions using a GPT-4-powered intent extractor
  • Retrieved the most relevant clause from the client's specific insurance policy using vector search
  • Highlighted suggested responses to the agent within 2 seconds

• Contextual Conversation Guidance

  • Based on the policy, tone, and detected intent, the system recommended next steps
  • Suggested de-escalation phrases or upselling opportunities depending on client profile

Results and Impact

• 37% reduction in average handling time (AHT)
• 61% improvement in first-call resolution rate
• +54 Net Promoter Score (NPS) improvement from emotional tone alignment
• Real-time assistant used in >82% of live calls within 2 months

Key Learnings

• Combining sentiment and RAG-based QA delivers both speed and empathy
• Agents prefer augmentation over automation — guidance, not replacement
• Adaptability to different policy types and document formats was key

Looking Forward

The system is being extended to handle chat and email channels, and is being integrated with the CRM for full customer context awareness.

This project demonstrates how advanced AI workflows can turn a traditional call center into a high-performance, emotionally intelligent service experience.