Case Study - AI assistant in claims management
Together with our client’s claims team, we built and tested an AI assistant that automates customer communication — reducing handling time and improving consistency.
- Client
- Nordic Insurer
- Year
- Service
- AI Pilots & Solutions
Overview
Our client wanted to make the car claims process more efficient and improve the quality of customer communication. We started by understanding how claims workers actually operate day-to-day — their processes, challenges, and the tone they use when writing to customers.
Approach
We trained an AI model on real email communication from the car claims area. By combining domain-specific fine-tuning with techniques for improving writing accuracy, we created an AI assistant that could draft clear, consistent, and professional messages.
Working closely with the claims team, we made sure the solution fit naturally into their existing workflow. The assistant was designed to support — not replace — the claims workers, giving them a strong starting draft they could review and adjust before sending.
Outcome
After a successful pilot, the AI assistant was launched into production. The result was faster, higher-quality communication with customers and more time for claims workers to focus on the complex parts of the process where human judgement really matters.
What we did
- Process analysis
- AI model training
- Pilot & testing
- Production deployment