3 min. read

A large UK general insurer optimizes its call center operations using GenAI 

Summary

Our client, one of the UK’s largest general insurance companies, offers consumers and businesses a wide range of insurance products, including motor, home, business, travel, and more. They faced challenges in their call center operations, with long hold times and errors affecting efficiency. To address this, they partnered with Fractal to implement the Senseforth solution.  

This AI-driven solution improved knowledge retrieval and response generation, leading to smoother operations and better customer interactions. 

Challenge

The UK insurer faced significant challenges in its contact center operations. Long hold times were a persistent issue, primarily caused by agents struggling to locate relevant information related to policies and procedures. The existing knowledge sources relied on keyword-based searches, which often led to delays and inaccuracies. Agents spent valuable time sifting through vast amounts of data, impacting customer service quality. 

 This resulted in response delays, frequent supervisor interventions, and inaccurate responses. 

• A large workforce of over 500 agents managing high volume of calls exceeding 300,000 per month. 

• Approximately 30% of calls requiring escalation to supervisors. 

• About 10% of interactions resulting in errors leading to potential financial damages. 

Solution

To solve these problems, the insurer partnered with Fractal. Fractal implemented its Senseforth solution. It is an AI-powered solution designed to revolutionize knowledge retrieval within large enterprises using the power of large language models (LLMs) and generative AI.  

In eight weeks, Senseforth was deployed and customized on the client’s AWS environment, where it was integrated with the internal SharePoint and policy repositories and several other backend tools. The virtual assistant was further customized by training it on thousands of documents covering various topics such as policy FAQs, claims, premium payment, policy closure, and more.    

Fractal built an advanced RAG solution that leveraged semantic search based on OpenSearch and Bedrock Hosted Models like llama3 and Mistral, ensuring that the answers were relevant and consistent with the source documents. This approach ensured that no confidential or company-specific information left the company tenant. 

Built on Amazon EKS and Amazon Open Search Service, it ensures efficient and accurate information retrieval without extensive training. It seamlessly handles complex documents, including those containing tables, across multiple file formats such as PDFs, Docs, and PPTs. Additionally, the solution integrates with OCR to extract information from images. documents, including those containing tables, across multiple file formats such as PDFs, Docs, and PPTs. Additionally, the solution integrates with OCR to extract information from images. 

Result