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Letting Data Speak, AI Act!
Case Study
AI/ML-Powered Insurance Solutions - Transforming Customer Experience Through Intelligent Automation
About the Client
Leading Indian insurance broker with 250+ crore premium volume in FY 17-18, operating through B2B2C and B2C models with pan-India presence across Life and Non-Life insurance segments.
Challenge
Implementation of comprehensive AI/ML solutions across multiple business verticals including personalized product recommendations, automated customer service processing, intelligent RPA enhancement, and predictive sales analytics to gain competitive advantage in the insurance marketplace.
Key Results
Enhanced customer experience through personalized product recommendations
90% improvement in service ticket processing accuracy and response time
Automated policy document processing across 29+ insurance companies with adaptive format handling
Comprehensive sales forecasting with macro and micro-level performance insights
Intelligent CRM capabilities for insurance agents with actionable recommendations
Solution
Recommendation Engine Development: Built personalized recommendation systems for direct customer engagement using demographic data, existing policies, and platform interactions. Implemented agent-focused recommendation tools with CRM capabilities to enhance customer service quality and provide actionable insights for better customer relationship management.
Automated Service Ticket Processing: Deployed Named Entity Recognition (NER) and text classification models for Freshdesk automation, enabling automatic identification of policy numbers, customer details, premium amounts, and service intents. Created stateful processes for automated email responses and intelligent routing to appropriate personnel.
Intelligent RPA Enhancement: Enhanced existing RPA processes with Natural Language Processing capabilities to overcome document format variations across 29+ insurance companies. Implemented OCR-based NER models for automatic extraction of critical information from policy documents, improving renewal notice automation reliability.
Predictive Sales Analytics: Developed comprehensive sales forecasting models incorporating seasonality, employee performance metrics, market trends, and multiple indicators. Created macro-level forecasts for company regions and policy types, plus micro-level employee performance predictions with success pattern identification for team optimization..
Technologies Used
Deep Learning Algorithms • Natural Language Processing
Named Entity Recognition • Text Classification
Optical Character Recognition • Predictive Analytics
Recommendation Systems • Machine Learning Models
Robotic Process Automation • Customer Relationship Management
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