Top Three Life Insurance Carrier
Improving CSR Efficiency With a GenAI Assistant
Challenge + Opportunity
Junior CSRs struggled with efficiency, creating a performance gap with senior staff. Our client wanted to integrate an AI assistant to provide real-time support via rapid, accurate responses.
Solution Highlights
We developed the UX for CSRs to interact with an AWS Bedrock-powered assistant. The experience integrates IVR screen pops, provides cited responses to our clients general policy questions, and offers access to customer-specific documents.
Key Benefits
Three months after launch, the assistant scaled to more than 1,000 users. It helps CSRs at all levels resolve issues faster, narrowing the performance gap and improving team efficiency.
