Data & Innovation • Insurance • Microsoft
AI-powered conversational assistant for coverage inquiries
Discover how a leading company in the assistance and insurance sector reduced response times by more than 60% with a conversational assistant that understands the precise context of every query.
The challenge: A race against time in every customer inquiry
In an industry where every second matters, customer service agents at a leading assistance company faced a critical obstacle.
To answer complex questions about coverage, they had to manually search and interpret lengthy policy documents—a process that led to:
– Delays in responses: Manual searches for accurate information while a customer waited online directly impacted service times.
– Inconsistent information: Human interpretation of complex documents could result in varying answers from different agents.
– Low scalability: With such manual processes, it was impossible to maintain high-quality service or quickly train new agents.
– Impact on customer satisfaction: Delays and potential inaccuracies negatively affected the customer’s experience and trust.
An intelligent assistant that understands the exact context of each document
To overcome this challenge, Nubiral designed and implemented a secure, AI-powered conversational assistant integrated directly into Microsoft Teams and the company’s internal portal.
This solution is not a generic chatbot—it’s an expert copilot.
RAG Architecture for Superior Accuracy
The solution is built on a Retrieval-Augmented Generation (RAG) architecture. This means the assistant doesn’t generate answers on its own but constructs them exclusively from the company’s coverage documents, previously indexed with Azure Cognitive Search.
Key Innovation: Querying Specific Documents
Unlike other tools, our assistant allows agents to specify the exact document (e.g., a customer’s specific policy) they want to query when asking a question. This unique capability eliminates ambiguity and ensures accurate answers directly from the source of truth.
Built on a Foundation of Data Governance
The success of this AI implementation was made possible by a robust data governance strategy carried out beforehand with Microsoft Azure Synapse Analytics. High-quality, organized, and secure data was the foundation that enabled a seamless and reliable AI experience.
Speed, accuracy, and a transformed service experience
The implementation of the intelligent assistant delivered immediate, measurable results, radically changing how agents work and how customers are served.
More than 60% reduction in response times for complex coverage inquiries.
Benefits
Improved customer satisfaction
Faster, more accurate responses, confirmed by the company’s internal surveys.
Greater consistency and accuracy
Manual interpretation inconsistencies were eliminated, reducing risks and rework.
Faster onboarding of new agents
The AI copilot acts as an always-available expert, making training easier and faster.
Empowered teams
Agents feel more confident and efficient with precise information at their fingertips.
Security and scalability by design, powered by Microsoft Azure
The solution runs on a secure, cloud-native, modular architecture. It was deployed in isolated development and production environments, protected by Azure Firewall and Web Application Firewall (WAF).
Secure credential management with Azure Key Vault and centralized observability with Azure Log Analytics ensure top-level governance and compliance.
Technology pillars of the solution
Azure Cognitive Search
Azure Virtual Network y Gateway
Azure Firewall y WAF
Azure OpenAI
Azure Key Vault
Azure Log Analytics
Microsoft Teams
Responsible AI as a non-negotiable pillar
In line with Microsoft’s Responsible AI principles, we ensured the solution was:
Fair and reliable
Using only verified internal content to avoid bias and operate securely.
Private and secure
Processing all data within the client’s virtual network without exposing sensitive information.
Transparent and accountable
With auditable query logs and strict governance controls.
Are your teams losing time searching through complex documents?
Imagine empowering your organization with an intelligent copilot that knows your documents better than anyone.
At Nubiral, we create tailor-made AI solutions that address real business challenges, boosting productivity and enhancing the experience of both customers and employees.
