INDUSTRY
Insurance
USE CASE
Customer service · Claims triage
Underwriting support · Retention
PRODUCTS
About
A leading national insurer wanted to improve customer experience while saving their teams time and reducing operational friction across service, claims, underwriting, and retention workflows. The insurer deployed the Uniphore Business AI Cloud to unify customer intelligence and operational workflows — transitioning from isolated AI use cases to a cohesive Business AI platform spanning front-office and back-office operations.
Challenge
Early AI initiatives delivered insights but required extensive human oversight. Workflows remained fragmented across policy systems, claims platforms, and service operations.
To solve this, the insurer sought a unified AI platform that could connect its customer data, business rules, and execution environments — one that could move beyond advisory AI to take structured action across the enterprise.
Solution
By deploying the Uniphore Business AI Cloud, the insurer was able to unify customer intelligence and operational workflows using a multi-layered approach:
Through the Data Layer, disparate policy and interaction systems were connected securely.
The Knowledge Layer enabled fine-tuned SLMs for billing explanation and retention workflows, grounded in policy rules and regulatory requirements.
The Model Layer introduced governance, auditability, and security guardrails aligned with insurance compliance standards.
The Agentic Layer orchestrated workflows across customer service, claims triage, and underwriting support — enabling AI systems to take structured action rather than simply provide recommendations.
