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Generative AI-Driven Insurance Email Processing
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.
- 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.
This agentic model transformed the end-to-end workflow from a linear, human-dependent process into a self-optimizing system capable of executing tasks autonomously while maintaining full regulatory compliance and traceability.
Technology Components
AWS Services
Infrastructure Tools
Transformational Effects
Manual Reduction
Faster SLAs
Higher Satisfaction
Annual Savings
Month Payback
Audit Findings
- 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.
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