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Insurance group’s gen AI automation triages 90% of customer queries

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CLIENT Global Insurance Group (Australian Division)

INDUSTRY Insurance & Financial Services

BUSINESS SIZE Large Enterprise (Managing 4,000+ monthly mailbox queries)

SOLUTIONS Generative AI Email Triage Engine (Azure OpenAI + Power Automate)

 

At a glance

This case study demonstrates how a global insurance group

revolutionised their customer service using AI-powered email triage.

 

Our innovative email management system delivered the following:
  • 90% accuracy in automated email categorisation and redirection.
  • Significant reduction in manual effort, equivalent to two to three full-time employees.
  • Streamlined customer query handling for 2,000 to 4,000 monthly emails.
  • Improved response times and customer satisfaction.
The Client

A global insurance group

offering a wide range of risk management and insurance products and services.
The Challenge

The client’s operations team were receiving 2,000 to 4,000 email queries

from customers across a series of shared mailboxes each month. Up to five staff members were required to manually read each email to identify the customer problem and re-direct the query to the correct processing team. They needed a solution that would remove the manual and time-consuming nature of the process, which was leading to a delay in customer resolutions.
The Solution

Innovior implemented a fully automated triaging system

powered by generative artificial intelligence (AI): Power Automate and Azure Open AI. The system would read and extract the contents of each email on arrival across all shared mailboxes. It would classify the nature of each email using a large language model (with zero coding) and identify what processing category it related to. The email would then be moved into the correct processing queue.
The Results

By implementing Innovior’s fully automated email triaging system:

90% of incoming customer emails were correctly triaged, categorised and re-directed.

The manual effort costs were reduced to the equivalent of two to three full-time operations team employees.

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