Winner of the 2024 Celent Model Insurer Award for Customer Experience
Abstract
Third-party distribution is still a critical component of the insurance ecosystem. Rather than look for ways to disintermediate their broker partners with rapidly evolving tech, Brazilian insurance company Akad Seguros leveraged the emerging Generative AI space to assist their brokers in closing business faster. The company was able to develop a suite of tools powered by large language models (LLMs) to enhance their customer support capabilities. These tools rely on various OpenAI API requests and include:
1.Conversational Chatbot (Akad Bot):
·Operates on WhatsApp and provides answers based on proprietary data.
2.Human Empowering Oracle-like System (Super Atendente):
·Serves as a human support option for brokers who prefer to speak with a person.
3.Automated Support Agents (back-end LLM-based support):
·Process support tickets and chatbot interactions.
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