Case study

Large UK Insurer Leverages Google Cloud’s Generative AI to Boost Value for Employees and Customers 

Insurance
Person adjusting a touchscreen interface in a modern car dashboard.

Challenge

Call centre agents at a large automotive insurer were struggling with time-consuming processes as part of their daily job, particularly in transcribing calls and filling out insurance forms during live interactions with customers. This resulted in longer wait times, reduced productivity and ultimately unhappy customers! 

Outcome

Our Google Cloud experts worked closely with the insurer to help them explore the potential of generative AI to tackle this problem. After fully understanding the issues their call centre agents were having, we collaborated to develop a proof of concept (PoC) that focused on enhancing their business operations and providing more value to both employees and customers. 

Smiling professional with a headset reviewing documents at a desk with a computer.

Providing solutions in real time to unlock efficiencies 

We designed a generative AI agent assistant solution to work in tandem with agents during live calls. The co-pilot had dual functionalities: it provided real-time suggestions to agents, aiding them in their interactions, and it also performed actionable tasks, such as auto-filling insurance forms based on the call's content.    

Two colleagues collaborating at a desk, one using a computer and VR headset, the other reviewing documents.

Turning insights into actions with enhanced decision-making   

This collaboration hinged on the seamless integration of multiple Google Cloud technologies:  

 

  • Real-time transcription: Kudos calls were transcribed in real-time using GCP's Speech-to-Text   

 

  • Advanced Analysis: VertexAI and Large Language Models (LLM) were employed to analyse the transcripts and determine actionable insights.    

 

  • Agent Assistance: Contact Center AI provided on-the-fly suggestions to agents, enhancing their decision-making during calls.    

 

  • Automated Form Filling: DocAI was integrated to auto-populate insurance forms, fetch quotes, and streamline the agent's tasks.    

The result was a user-centric UI that visualised agents' real-time insights and actions during calls. This increased decision-making and productivity, providing greater value to employees and customers.

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