The Problem - solving increasing customer service challenges
Markel’s 1st Level Support team faces common challenges on a daily basis and were keen to utilize AI to overcome the challenges.
Spending an average of 3-minutes per request using CTRL+F - Like many insurers, Markel handles frequent customer inquiries, often requiring manual search through detailed documents, which can take up to 3 minutes for each customer response.
Frequently required the support from 2nd Level Support and Senior Underwriting - Due to the complexity of communicating relevant information, customer inquiries are frequently escalated to specialists, leading to additional delays in responding to customers.
Unsure how to safely adopt AI connected to company data that scales with business growth - Eager to embrace cutting-edge technology yet cautious about the potential risks of linking sensitive data with large language models like ChatGPT, Markel needed specialized guidance.
The Solution - instant knowledge access with GenAI
Now Markel's support team can ask a Gen AI assistant to search for the information and generate the answer.
AI-assistant for 1st Level Support
An advanced GenAI assistant that retrieves factual information and generates accurate, intent-aware responses, helping support members to get answers for questions within seconds instead of minutes of manual research.
Markel’s data made AI ready
Our data engine, refinery, securely stores, processes, and refines Markel's detailed support documents. This enables the GenAI assistant, using Microsoft Azure ChatGPT, to securely retrieve accurate answers. Markel's support documents, typically complex PDFs, average 65 pages in length.
Leveraged advanced retrieval
We enhanced GPT's capabilities by integrating a custom query-intent strategy with our advanced Retrieval-Augmented Generation (RAG) platform, cognition, thereby improving response quality and relevance.
The Results - going from minutes to seconds in researching answers
- Accurate, fact-based AI responses that Markel trust
- Assisted internal support teams & quicker customer responses
- Company knowledge made instantly accessible