Commercial Insurer Broker Portal
A commercial insurer deployed a broker portal agent answering coverage questions from a governed knowledge base — reducing broker support calls 35% with citation-grounded responses.
A commercial insurer deployed a broker portal agent answering coverage questions from a governed knowledge base — reducing broker support calls 35% with citation-grounded responses.
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Challenge
Brokers called underwriter support for routine coverage questions — tying up specialists and creating inconsistent answers across regions.
Production deployment — not proof-of-concept
Governed agents with full audit trails
Embedded FDE delivery model
Operational accountability through go-live
Approach
Knowledge graph of policy wordings and endorsements powered broker-facing agent. Responses included mandatory citations. Low-confidence queries escalated to underwriters with context.
Results
35% reduction in broker support calls. Citation format approved by legal. Broker NPS improved 12 points.
Production outcomes, not pilot metrics.
Broker support call volume.
Broker NPS improvement.
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- Selected references are available on request during discovery calls.
- What industries are represented?
- Banking, insurance, financial services, and regulated enterprises globally.
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