Skip to content

Transforming Customer Service with a GenAI Service Assistant

dbx_ai_webinar_series_hero_2

Industry

Insurance

Challenge

Routine customer enquiries were creating queues, repeated data entry and unnecessary pressure on skilled service teams. The insurer needed a faster way to resolve straightforward requests while ensuring complex cases could still be escalated to a human with the right context.

Results

The GenAI Service Assistant enables routine customer contacts to be resolved in a single conversation of around 10 minutes, reducing time-to-help from potentially hours or days to minutes. Automating appropriate routine enquiries also frees skilled teams to focus their expertise on more complex customer needs.

Solution Type

AI, Unity Catalog, Databricks

dbx_webinar_genbi_event_icon

Overview

A leading personal lines insurer partnered with Advancing Analytics to transform how routine customer service enquiries are handled using Generative AI.Rather than relying on queues, menus and repeated data entry, the insurer introduced a specialised AI Service Assistant designed around its customer service environment.

The solution enables routine requests to be resolved through a single conversation in around 10 minutes, while more complex cases are intelligently escalated to a human with the relevant context already captured. 

The Challenge

Routine service enquiries were placing unnecessary pressure on skilled customer service teams. Customers could spend time waiting in queues, navigating menus and repeating information, while experienced people were occupied answering questions that did not always require human expertise.

The insurer needed a way to make routine interactions faster and easier without compromising the quality, governance or human support required for more complex customer situations. 

Approach

Built on the Databricks Data Intelligence Platform, the architecture combines conversational AI with governed access to customer and account information.

The customer interaction passes through an AI assistant built using an agent framework, with structured processes for identity, well-being and issue capture. The assistant is grounded using vector search across relevant account data before determining whether the enquiry can be resolved and logged or should be escalated to a human.

Unity Catalog and Agent Evaluation provide the governance layer, supporting controlled access to customer data alongside quality, tone and safety evaluation before and after launch.

Customer Conversation → AI Assistant → Grounding & Vector Search → Resolve & Log / Escalate to Human 

Outcomes

The GenAI Service Assistant is transforming routine customer service by enabling enquiries to be resolved in a single conversation of around 10 minutes, reducing time-to-help from potentially hours or days to minutes.

By handling appropriate routine requests and escalating more complex cases with the relevant context already captured, the solution frees skilled teams to focus on higher value customer needs, while creating a scalable, governed foundation that can be extended into other insurance journeys such as claims notifications, updates and status enquiries. 

Ready to transform customer service with AI?

Move beyond generic chatbots and build AI assistants designed around your customers, data and business processes.

Talk to Advancing Analytics about turning Generative AI into a governed, production-ready customer service capability. 

Ready to get started?

Contact us