Ensuring Better Conversations: How Indium’s AI-Powered Conversational Platform Transformed Customer Engagement for a Global Insurance Leader
Client Overview
The client is a global insurance powerhouse and the world’s largest publicly traded property and casualty insurer. Headquartered in Zurich, with executive offices in New York and other key regions, the client operates in 54 countries and territories. They provide a broad range of personal and commercial insurance products, including property & casualty, accident & health, reinsurance, and life insurance.
Known for their strong underwriting discipline, comprehensive risk expertise, and unparalleled claims service, they serve a diverse client base—from individuals to multinational corporations. To enhance customer experience and stay ahead in a competitive insurance landscape, they consistently invest in digital innovation and next-generation technology.
Empowering Policyholders Through Smart, Conversational Engagement
With an increasing demand for instant, personalized service, the client required an intelligent assistant capable of providing accurate responses based on dynamic policy documents, delivering proactive recommendations, and enabling seamless interaction across communication channels.
Deliver Personalized Support Across Policy Types
Enable users to query their policy documents—standalone or bundled home insurance packages—and receive tailored, contextual answers in real time.
Interactive and Intuitive Experience
Deploy an intelligent, conversational assistant to handle high volumes of customer queries about inclusions, exclusions, claim processes, and coverage terms.
Proactive Risk Mitigation Guidance
Provide homeowners with actionable tips to safeguard their properties, reduce risk exposure, and potentially lower claim frequency.
Multi-Modal Interaction
Incorporate speech-to-text functionality and image analysis to offer real-time responses and smarter support interactions.
Sentiment-Driven Feedback Loop
Collect customer feedback and analyze sentiment to refine the support experience and continuously identify service improvement areas.
Streamlined Customer Service Workflows
Equip support executives with AI-driven advisory analytics to reduce turnaround time and enhance customer satisfaction.
Indium Delivers an AI-Powered Conversational Assistant for Smart Insurance Engagement
The global insurance firm partnered with Indium to develop and integrate a RAG-enabled (Retrieval-Augmented Generation) Conversational AI Assistant within its digital ecosystem. The solution was embedded across various lines of business, serving both standalone property policies and bundled insurance packages:
RAG-Powered Knowledge Retrieval Engine
The assistant extracts precise answers from uploaded policy documents, surfacing key information around coverage, exclusions, and claim protocols—even across bundled packages.
Advanced Prompt Engineering
Custom prompts intelligently interpret the customer’s question context and dynamically extract relevant policy sections, ensuring accurate and compliant responses.
Property Protection Guidance
The assistant proactively offered risk mitigation tips, such as seasonal home maintenance or weather-related precautions, empowering users to prevent losses and enhance claim eligibility.
Speech-to-Text and Image Analysis
Speech recognition enabled real-time voice queries, while OCR-driven image analysis supported damage assessments and enhanced policy-related queries in property and specialty insurance.
Sentiment and Feedback Analytics
Built-in feedback collection mechanisms, coupled with sentiment analysis, provided rich insights into user satisfaction and helped refine the assistant’s performance.
Advisory Analytics for Support Teams
Support executives received real-time policy insights, helping reduce average handling times and improve the quality of assistance provided.
Indium Drives Tangible Business Outcomes and Superior Customer Experience
~85% Accuracy in Answering Coverage & Claims-Related Queries
The assistant's intelligent policy interpretation engine delivered high-accuracy responses for property damage scenarios, policy exclusions, and FAQs, enhancing user trust and operational precision.
>30% Reduction in Query Turnaround Time
The AI-driven assistant significantly reduced the time required to resolve customer queries, accelerating service delivery and freeing up resources for more complex support cases.
Enhanced Customer Engagement and Satisfaction
With conversational convenience, actionable advice, and fast, accurate responses, the firm saw a notable increase in customer satisfaction metrics. The assistant helped position the firm as a digital leader in policyholder engagement and smart insurance servicing.
About Indium
Indium is an Al-driven digital engineering company that helps enterprises build, scale, and innovate with cutting-edge technology. We specialize in custom solutions, ensuring every engagement is tailored to business needs with a relentless customer-first approach. Our expertise spans Generative Al, Product Engineering, Intelligent Automation, Data & Al, Quality Engineering, and Gaming, delivering high-impact solutions that drive real business impact.
With 5,000+ associates globally, we partner with Fortune 500, Global 2000, and leading technology firms across Financial Services, Healthcare, Manufacturing, Retail, and Technology-driving impact in North America, India, the UK, Singapore, Australia, and Japan to keep businesses ahead in an Al-first world.
