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Strategic Integration of a Conversational AI Chatbot

Transformed traditional insurance support by integrating an AI-powered BOT, enabling faster answers, simpler claims, and seamless policy management, replacing complexity with a smart, frictionless digital experience.

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Prominent Multi-Line Insurer at Scale

A leading regional financial institution with an extensive portfolio across insurance, pensions, and investments. With millions of customers and operations spanning multiple markets, the organization operates at a scale that demands robust, future-ready digital infrastructure.

40%

Fewer routine tickets handled by human agents.

50%

Faster end‑to‑end completion of claims and policy checks.

24×7

Near‑instant (< 2 s) first‑response time.

The Need for Faster, Smarter Service Interactions

Despite a robust product portfolio and digital presence, the insurer faced friction in user interactions. Customers needed faster, more intuitive access to information without navigating complex menus or relying on support teams.

Repetitive queries

Were overloading customer support teams.

Users struggled

To file claims and check policy details quickly.

Lacked of personalization

And real-time guidance in traditional UI flows.

No unified experience

For accessing core services like health e-cards.

Rising customer expectations

For 24/7, self-service support

A Smart Shift in Service Delivery

We implemented a Microsoft Azure-based conversational architecture, combining natural language understanding, personalization, and deep backend integration. Built on a custom low-code framework, the chatbot responds instantly, understands intent, and seamlessly guides users through core tasks—without friction.

AI-powered chatbot

Integrated into the existing customer portal.

Real-time support

For key actions like- filing claims, checking policy status and accessing health e-cards.

Multi-channel capability

With human handoff support

Sentiment-aware responses

And personalized experiences based on user profile and policy data.

Scalable architecture

With full analytics and chatbot-initiated conversation triggers.

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