A naukri.com initiative
Cloudblog
1M
26
Image Credit: Cloudblog
How SIGNAL IDUNA supercharges customer service with gen AI
- SIGNAL IDUNA, a German full-service insurer, enhances customer service with a cutting-edge AI knowledge assistant, developed in collaboration with Google Cloud, BCG, and Deloitte.
- The AI knowledge assistant helps service agents provide quick and accurate responses, leveraging Google Cloud AI and Gemini models to improve customer satisfaction by resolving inquiries 30% faster.
- Before implementing the AI assistant, SIGNAL IDUNA faced operational challenges, including manual searches for information in internal documents, leading to delays and increased costs.
- The AI knowledge assistant is based on over 2,000 internal documents and 600 tariffs, enabling agents to ask questions naturally and receive precise answers, reducing search time significantly.
- SIGNAL IDUNA's gen AI system, developed with Google Cloud, BCG, and Deloitte, uses a multi-step approach for data pre-processing, query augmentation, retrieval, and generation to enhance service efficiency.
- The system integrates Layout Parser, PDFPlumber, Google Cloud SQL, and Vertex AI, enabling quick access to relevant information and efficient similarity search functionality.
- Query augmentation improves user question formulation, while retrieval processes prioritize relevance using the Vertex AI ranking API and keyword-based augmentations.
- The AI assistant reduced processing time by 30%, increased response quality, and improved case closure rates in health insurance inquiries, demonstrating significant real-world impact.
- SIGNAL IDUNA plans to scale the gen AI technology across the organization to drive innovation, efficiency, and enhanced customer satisfaction, establishing itself as a pioneer in insurance solutions.
- The project was executed by core team members from Google and SIGNAL IDUNA, reflecting the successful collaboration between the two entities in implementing AI-driven solutions.
Read Full Article
1 Like
For uninterrupted reading, download the app