Case Study · AI-Powered Customer Support

AI-Powered Customer Support Agent for a Global Insurance Provider

      Personalized client support
      Automated triaging & escalation
      Faster query resolution
    

Try Agent Talk to Us

About the company

A global insurance provider serving diverse client segments needed a smarter way to manage customer support. From high-net-worth individuals requiring senior-level assistance to routine queries and emergency cases, their teams struggled to prioritize requests, personalize responses, and resolve urgent cases efficiently.

The challenge

The problem statement

Lack of Personalization

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

Delayed Responses

Manual triaging slowed resolution times, especially for urgent scenarios like hospitalization or time-sensitive policy issues.

Overloaded Support Teams

Agents spent valuable time answering FAQs instead of focusing on high-value or critical cases.

The approach

How Lyzr solved it

Personalized Support by Profiles

The AI agent identified customer segments - high-value, average, and emergency - and tailored responses accordingly for each client.

Automated Triaging & Escalation

Queries were classified automatically by type and urgency, ensuring critical cases were instantly routed to senior support managers.

Knowledge Base Integration

Routine policy questions were handled immediately using the company’s knowledge base, reducing human workload.

Context-Rich Ticket Creation

For escalated queries, detailed tickets were generated automatically with client profile, query history, and chat transcripts for faster resolution.

Results

The outcome

Faster Query Resolution

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

Smarter Escalation

Critical issues were routed instantly, reducing response times for urgent cases by 50%.

Higher Customer Satisfaction

Clients received personalized, context-aware responses, reducing follow-ups and improving trust in support services.

Security

How Lyzr handled security

Compliance

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

Data Residency

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

Reflection

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

AI-Powered Customer Support Agent for a Global Insurance Provider