SUCCESS STORIES
Banking & Financial Services
+16,000 employees
Europe
92% AI containment rate
30% reduction in calls
3.5X improvement in CSAT
Challenges
Insurance customers often know what they need help with but do not necessarily know the name of the insurance product, the right page to visit, or where to find the relevant information.
This created a high volume of routine questions across products, policies, coverage, claims and services.
Key challenges included:
High volumes of repetitive customer inquiries
Customers navigating complex insurance information
Customers not always knowing which insurance product was relevant to their needs
Repetitive questions about coverage, policies and claims
Dependence on customer service availability for routine information
Customers searching across multiple pages and documents for answers
Waiting times during periods of higher demand
Employee capacity being consumed by informational requests
The need to provide consistent information across communication channels
Limited scalability of a service model dependent primarily on human capacity
Solution
The organization partnered with Mplus to deploy Graia AI-powered Voice and Chat assistants, creating a conversational layer through which customers could access insurance information and support more naturally.
Instead of requiring customers to search for a specific product, navigate complex information, or know exactly where to find an answer, the AI understands what they are asking and provides relevant information from approved knowledge sources.
Voice provides a natural first point of contact for customers seeking immediate assistance, while Chat supports customers directly within digital channels as they research products, coverage and services. Together, they create a more consistent and accessible way for customers to interact with the organization across both service and purchasing journeys.
The deployment included:
AI-powered Voice Assistant for natural-language customer interactions
AI Chat Assistant for digital insurance support
Conversational guidance across Motor, Travel, Health, Home and other insurance products
AI-powered product and coverage information
Support for policy and customer-service inquiries
Claims-process guidance and next-step information
AI-powered guidance that helps customers identify relevant products based on their needs
A shared insurance knowledge foundation supporting Voice and Chat
Intelligent escalation to human employees for more complex requests
Continuous optimization based on customer interactions
The solution also supports customers across different stages of the insurance relationship — from researching and selecting insurance to managing existing policies and getting help with claims.
Impact
The Conversational AI implementation changed how customers access insurance information and support.
Rather than searching through websites or waiting for an employee to answer routine questions, customers can simply explain what they need and receive an immediate response through Voice or Chat.
Key outcomes included:
92% AI containment rate for supported conversational journeys
30% reduction in calls, reducing pressure on traditional customer service operations
3.5X improvement in CSAT compared with the previous solution
Faster access to information about products, policies, coverage and claims
Reduced repetitive workload for customer service employees
Greater accessibility to insurance information through conversational channels
More consistent information across Voice and Chat
Increased capacity for employees to focus on complex customer situations and higher-value interactions
A scalable AI foundation for expanding customer journeys and automation
Mplus helped the insurance provider move from information-heavy customer service to a more natural conversational experience.
Rather than expecting customers to understand insurance terminology or know exactly where to find the information they need, Graia allows them to ask questions in their own words and receive relevant answers through Voice or Chat.
The solution combines AI-powered self-service with human support, allowing routine inquiries to be handled automatically while more complex situations remain with employees.
The result is a simpler way for customers to navigate insurance, with higher satisfaction, fewer calls, and greater service capacity for the organization.
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