Nearly 70% of insurance customers expect personalized support, yet most service teams struggle to balance speed with tailored responses.
A high-net-worth client planning a retirement strategy, an average customer seeking policy details, and someone in the middle of a medical emergency, all require very different levels of attention. Getting this right can directly impact client satisfaction and retention.
Similar to this, A global insurance provider, was also facing the challenge of managing diverse client needs, from high-profile individuals requiring senior-level assistance to everyday queries that could be resolved instantly. The existing setup made it difficult to differentiate between priorities, personalize responses, and ensure faster resolutions.
That’s where Lyzr stepped in. Together, we built an AI-powered customer support agent capable of understanding customer profiles, handling queries with context, and escalating urgent cases to the right support managers.
Let’s see how this solution transformed customer support operations.
Why Traditional Customer Support Wasn’t Enough for
For this insurer, client interactions were not just about answering questions, they carried the weight of customer trust, policy decisions, and emergency responses. However, the existing customer support process came with roadblocks:
- Lack of personalization: All clients, whether high-net-worth or average, were treated the same way, leaving premium customers underserved and routine queries over-escalated.
- Delayed responses: Manual triaging slowed down query resolution, especially during emergencies like hospitalization.
- Overloaded support teams: Agents spent time handling basic FAQs instead of focusing on high-value or urgent cases.
- Limited visibility: Contextual information (client profile, query history, urgency level) wasn’t always available when assigning cases.
These gaps directly affected the insurer’s ability to deliver timely, accurate, and personalized support, something critical in the insurance industry where every interaction can influence client confidence.
Solution Overview: Building the AI-Powered Support Agent
To address the service challenges, the insurer worked with Lyzr to design an AI-powered customer support agent. The solution was built to understand customer profiles, handle routine queries through its knowledge base, and escalate critical cases to the right support managers.
| Customer Type | Example | Agent Action | Outcome |
|---|---|---|---|
| High-profile | Ethan Miller | Escalated to senior support manager | Personalized assistance, quick resolution |
| Average profile | Emily Davis | Resolved via knowledge base | Faster self-service, no escalation needed |
| Emergency scenario | Hospitalized client | Escalated to Level 2 immediately | Instant response + ticket creation |
The agent introduced four key capabilities:
- Personalization based on customer profiles (high-value, average, low).
- Automated triaging and escalation depending on query type and urgency.
- Instant responses to FAQs and policy-related queries using insurer’s knowledge base..
- Automatic ticket creation with detailed context, including client profile, query history, and chat transcripts.
How Lyzr’s AI Agent Handles Customer Support
The strength of the solution lies in how it adapts its response based on customer type and query context. A few real-world walkthroughs highlight this in action:
- High-profile clients Example: A high-net-worth customer requested information on new plans.
- The agent immediately recognized the profile.
- Escalated the query to a senior support manager.
- Automatically created a ticket with a clear summary and chat transcript. Outcome: Personalized support and faster resolution for premium clients.
- Average-profile clients Example: An average-profile customer asked the same policy-related question.
- The agent searched the knowledge base.
- Provided a complete planning guide directly in the chat.
- No escalation was needed. Outcome: Quick resolution without burdening senior support teams.
- Emergency scenarios Example: A customer reported hospitalization and needed urgent help with policy claims.
- The agent instantly prioritized the request.
- Escalated the case to Level 2 support.
- Generated a ticket capturing the urgency of the situation. Outcome: Immediate attention to emergencies, ensuring no delay in critical support.
By tailoring actions to client profiles and query urgency, Lyzr’s AI-powered support agent delivered both efficiency and personalization, something difficult to achieve with a traditional system.
How Lyzr’s AI Agent Handles Customer Support
| Outcome | Impact | Result |
|---|---|---|
| Faster Query Resolution | Handles routine queries automatically; prioritizes high-profile clients | 70–80% of average queries resolved without human help |
| Smart Escalation | Routes critical issues instantly to senior agents | Response time for urgent cases cut by half |
| Higher Customer Satisfaction | Personalized, context-aware responses | Fewer follow-ups; clients feel supported and valued |
Wrapping Up
The Customer Support Agent built with Lyzr has transformed the way client queries are handled, automating routine responses, prioritizing high-profile clients, and ensuring urgent cases are addressed instantly.
By reducing resolution times, improving personalization, and enabling efficient escalation, the agent strengthens customer trust while optimizing support operations.
Moving forward, this intelligent system sets the stage for scaling support capabilities, improving client experience, and maintaining operational excellence across all customer interactions.
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