The AI Chatbot for Insurance: 40% Less Manual Work, 100% More Coverage

A US-based provider of vehicle, travel, and life insurance serving a varied customer base and offering services mostly through digital interfaces.

Duration
8 months
Team
4 engineers
Platforms
Web, Messengers
Company
Insurance services
Industry
Insurance

Project Goal

The client aimed to automate administrative tasks and customer journeys with the AI-powered chatbot. The goal was to increase client loyalty, reduce company expenses, and achieve a higher standard of customer service. They needed a virtual assistant that could answer repetitive user questions, reduce average response times, and enhance agent productivity. The client also wanted to test their customers' appetite for a 24/7 solution catering to their digital-native customers.

The Challenge

Limited User Assistance for Technical Queries: Tedious insurance term explanations, chronic understaffing, and a poorly optimized support system accounted for long wait times and highly variable service quality.
Fragmented Digital Experience Across Channels: Customers used several self-help options, including the company website, messaging applications, and support forms, which caused confusion, dropped interactions, and a fragmented overall experience.
Outdated Internal Systems Without Real-Time Sync: Due to aging infrastructure, employees were unable to update or access information in real-time. This made simple tasks, like modifying, renewing, or tracking claims, unreasonably delayed.
Agents' Manual Work Slowing Productivity: FAQ responses, form submissions, identity verification, and other routine tasks consumed the support agents’ time, distracting them from solving higher-impact customer problems.
Absence of 24/7 Support Services: Fulfilling the needs of younger customers who favor instant self-service options proved to be a challenge, as the company did not have a 24/7 support service in place.
Inability to Monitor and Analyze Customer Actions and Needs: The company couldn’t recognize service request patterns and use them to improve the product and user experience.

Our Solution

The ApexTech team built an AI chatbot that enabled the client to handle customer service tasks, like onboarding, answering common questions, and processing renewals. It can respond to over 150 insurance-related questions and smoothly transfer users to a live agent when needed, reducing pressure on the support team.

We also ensured the chatbot looked and sounded like the client’s brand. It was connected to internal systems to pull real-time data and even auto-fill complex claim forms. Now, the company has a 24/7 support tool that gives faster, more convenient service to online customers and relieves the burden off the support team.

What We Did

Phase 1

The ApexTech experts chose an AWS technology stack to develop a Conversational AI bot and deliver an exceptional experience for the end-users. The client benefited from the enterprise-grade architecture and technology that supports secure data integration, including AWS Cognito to protect the edge

Phase 2

Our team utilized AWS services, such as Lambda, IoT Core, and Dynamo, to deliver a real-time experience and drive the core interaction between users and the chatbot. The employment of Amazon Recognition and Amazon Lex allowed a virtual agent to understand the user’s intent. The selected tech stack helped us build the following features:

Connection with customers via a messenger or a web widget
Provision of user-specific information
Support for transactional queries
Insurance recommendations based on the user's needs
Built-in support for live chat integration

Phase 3

The engineering team used APIs to connect the chatbot with the client’s systems, ensuring smooth integration with both existing tools and prospective future applications. The chatbot had access to the Salesforce CRM, internal and external insurance marketplace databases, which facilitated the retrieval of customer and policy information in real-time. The chatbot could also be deployed across multiple channels, such as Twitter and Facebook Messenger, without major modifications due to the availability of pre-built connectors.

Business Impact

01
24/7 Customer Support
The chatbot filled support gaps across all hours, granting customers instant access to guidance policies and claim statuses. The swift and consistent answers cut the wait time by up to 60%.
02
40% of Workflows Automated
The bot took over onboarding, answering FAQs, sending out policy changes, and pre-filling claims, which lifted the support team’s workload.
03
Accurate Responses
Since its inception in October 2020, the bot has answered more than 100,000 queries with an average accuracy of 89%.
04
Support Expenses Reduced
By delegating routine requests to the chatbot, the company lowered support costs by 40% and was able to handle a higher volume of inquiries without hiring extra staff.
05
Strategic Insights
Each interaction has delivered fresh findings about customer needs, which the team has transformed into chatbot upgrades, clearer messaging, and a more effective service strategy.

Technologies Used

Messaging platform

Twilio

Conversational AI

AWS Lambda
AWS Dynamo
Amazon Lex
AWS Cognito
Amazon Rekognition

Integrations

Salesforce

Testing tools

Browserstack

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Why People Love Working With Us

Johnny Hsu

CEO at Ailumia Global Ltd

ApexTech has maintained a 95% sprint completion rate and resolved legacy bugs that have hindered the system's stability and UX. They've improved the platform's performance, maintainability, and scalability. Moreover, their positive attitude, professionalism, and communication have stood out.

Yi Sheng Liu

Former Engineering Manager at Labor Union

ApexTech's cutting-edge work improved UX, system uptime and reliability, and issue resolution rates. The team adhered to timelines, responded to needs, and communicated transparently via virtual meetings, emails, and messages. Their technical expertise and commitment impressed.

Vitaliy Grabchenko

Senior Manager, IT Engineering at Exclusive Resorts LLC

ApexTech has delivered numerous business-critical solutions for the client, including finance software, digital platforms, and booking engine functionalities. The team manages processes efficiently and exceeds the client's expectations. ApexTech meets deadlines and embraces new challenges.

Arthur Slobozhaninov

CEO at UNTK

ApexTech successfully completed the project within the designated timeframe, allowing the client to save time on recognizing all incoming emails. The team provided excellent support throughout the engagement and communicated effectively via virtual meetings, emails, and messages.

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