Client
A leading U.S.-based life insurance provider, needed to automate high-volume customer email management to reduce manual handling, improve response accuracy, and maintain compliance in regulated workflows.
Business Challenge
High Manual Workload: Thousands of daily emails required human review, classification, and drafting, consuming significant staff resources.
Response SLA Breaches: Slow turnaround impacted customer satisfaction and regulatory commitments.
Inconsistencies & Errors: Manual processes led to variable categorization and compliance risks.
Legacy CRM Integration Gaps: Lack of automation in CRM updates (claims, policy changes, and feedback) slowed downstream processes.
Regulatory Pressures: Insurance regulations required end-to-end encryption, auditability, and compliant storage.
Approach
Trianz designed a fully AWS-native automation stack integrating custom ML classification with GenAI-powered summarization, enabling end-to-end email processing.
AI-Powered Classification: Trained custom models in Amazon SageMaker for claims, policy updates, and feedback categorization.
Generative Summarization: Used Amazon Bedrock to generate draft responses, reducing manual drafting effort.
Data Transformation & Parsing: Deployed AWS Glue for email data extraction, Amazon Textract for attachments, and Amazon Comprehend for sentiment/entity recognition.
Automated Orchestration: Implemented AWS Lambda workflows for scalable and event-driven processing.
Secure Data Storage: Leveraged Amazon S3 for email archiving and metadata management, with end-to-end encryption.
CRM Integration: Automated structured updates to downstream CRM systems, ensuring faster case handling.
Compliance by Design: IAM roles, encryption policies, and logging ensured adherence to insurance regulations.
Technology Components
Core AWS Services: Amazon Bedrock, SageMaker, Glue, Textract, Comprehend, Lambda, S3.
Infrastructure Tools: IAM, CloudWatch, multi-AZ high availability.
Transformational Effects
80% Manual Reduction: Cut email handling workload within 3 months.
60% Faster SLAs: Response times per email dropped significantly.
15% Higher Satisfaction: Measurable uplift in customer experience scores.
$650K Annual Savings: Avoided ~$500K in staffing costs and ~$150K in legacy tool licenses.
<8-Month Payback: Achieved ROI well under a year.
Zero Audit Findings: Fully compliant deployment with no regulatory gaps.
