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

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.

Our 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
90% of incoming customer emails were correctly triaged, categorised and re-directed.
The manual effort costs
The manual effort costs were reduced to the equivalent of two to three full-time operations team employees.

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Frequently asked question

AI email triage is an automated system that uses artificial intelligence to sort, categorise and direct incoming emails to the appropriate departments or individuals. It streamlines email management, especially for high-volume customer service operations.

Email triage works by:
  • Automatically reading incoming emails.
  • Using AI to understand the content and intent of each message.
  • Categorising the email based on predefined criteria.
  • Routing the email to the appropriate team or queue for handling.

The best email management software depends on your specific needs. For high-volume customer service operations, AI-powered solutions like the one we implemented for this insurance group can be highly effective. Our custom solution using Power Automate and Azure Open AI offers advanced capabilities for automatic email triage and workflow management.

Implementing an email triage system involves:
  • Assessing your current email workflow and pain points.
  • Defining categories and routing rules for your emails.
  • Selecting appropriate technology (like AI and automation tools).
  • Customising the solution to your specific business needs.
  • Training the AI model on your specific email types and categories.
  • Integrating the system with your existing email infrastructure.