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AI-Powered Customer Support Agent for a Leading Insurance Provider

Personalized client support

Automated triaging & escalation

Faster query resolution

About the Company

A global insurance provider serving diverse client segments needed a smarter way to manage support operations. From high-net-worth individuals requiring senior-level assistance to everyday queries and emergency cases, their teams struggled to balance speed with personalization. Traditional processes made it difficult to prioritize requests, personalize responses, and resolve urgent cases quickly.
The Problem Statement

The Problem Statement

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Lack of personalization

All clients were handled the same way, leaving premium customers underserved and routine queries unnecessarily escalated.

Delayed Responses

Delayed responses

Manual triaging slowed resolution times, especially in emergencies like hospitalization or urgent claims.

Overloaded teams

Overloaded teams

Support agents spent valuable time on FAQs instead of focusing on high-value or urgent cases.

How LYZR Solved It ?

Personalized Support by Profiles
  • The AI agent recognized customer segments - high-value, average, and emergency - and adjusted responses accordingly, ensuring tailored assistance.
Automated Triaging & Escalation
  • Queries were automatically classified based on urgency and type, with critical cases routed directly to senior support managers.
Knowledge Base Integration
  • Routine policy-related questions were resolved instantly through the company’s knowledge base, freeing up agents for complex issues.
Context-Rich Ticket Creation
  • For escalations, the agent generated detailed tickets with client profiles, query history, and chat transcripts for faster resolutions.

The Outcome

Faster Query Resolution

Faster query resolution

Routine queries were automated, enabling 70–80% of average requests to be resolved without human intervention.

Smarter Escalation

Smarter escalation

Critical issues were routed instantly, cutting response times for urgent cases by half.

Higher Customer Satisfaction

Higher customer satisfaction

Clients received personalized, context-aware responses, reducing follow-ups and strengthening trust.

Behind the Scenes: How Lyzr Builds Enterprise AI on AWS

AWS workflow

How Lyzr handled security for A leading AI & automation research firm

data residen

Data Residency

The data resides within the customer's own cloud, ensuring 100% ownership and adherence to data residency requirements.

compliance

Compliance

Lyzr Agent Platform is SOC2, GDPR, and ISO 27001 compliant, ensuring enterprises can run their critical workloads safely.

reflection

Reflection

Lyzr's reflection module reduces the chances of hallucination. This feature is enabled in most critical applications for higher accuracy.

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