Client: A mid-sized insurance provider struggling with high customer service response times and limited knowledge accessibility for agents and policyholders.
Challenge:
The client faced:
- Delays in customer query resolution due to reliance on manual searches across multiple knowledge repositories.
- High agent training costs and turnover rates.
- Low customer satisfaction (CSAT) scores due to inconsistent information delivery.
Solution:
Ashwin’s team at InsightsDigital AI Labs deployed a GenAI-enabled Retrieval-Augmented Generation (RAG) chatbot tailored for the insurance industry. The solution integrated:
- A centralized document ingestion pipeline to unify policy documents, FAQs, and regulatory guidelines using LangChain.
- A Generative AI model, fine-tuned to insurance-specific terminology, leveraging APIs like PaLM for contextual responses.
- Real-time semantic search capabilities, allowing precise retrieval of relevant information.
Implementation:
- Data Integration: Aggregated over 10,000 documents from disparate repositories into a unified knowledge base.
- Custom Training: Trained the GenAI model on industry-specific use cases like claims processing, underwriting FAQs, and regulatory compliance.
- User Experience Design: Built an intuitive chatbot interface for both policyholders and support agents, accessible via the website and mobile app.
Results:
- 30% Reduction in Query Resolution Time: Instant retrieval of relevant policy information and FAQs improved first-contact resolution rates.
- Improved Agent Efficiency: Agents used the chatbot as a co-pilot, reducing their dependency on extensive training and allowing them to focus on complex queries.
- Higher Customer Satisfaction: CSAT scores increased by 25%, with policyholders reporting improved access to accurate and timely information.
- Cost Savings: Reduced operational costs by 20% through lower agent workload and minimized repetitive query handling.
Key Insight:
The RAG-enabled chatbot empowered the client to bridge the gap between information silos and actionable insights, delivering a scalable, efficient, and customer-centric solution.
