Background
A major regional insurance provider leveraged Amazon Nova models on Amazon Bedrock to deliver policy-aware AI assistants that automate routine enquiries, improving customer satisfaction and reducing operational costs.
The Challenge
The insurer faced growing challenges in delivering clear, efficient, and compliant customer service.
- Modernise how customers access and understand complex policy information.
- Reduce the pressure and workload on call centre teams.
- Maintain strict compliance with industry regulations while scaling service.
Our Solution
Rambunct implemented a secure, serverless AI solution on AWS to deliver policy-aware, human-like customer interactions at scale.
- Deployed Amazon Nova models on Amazon Bedrock to build conversational AI assistants that explain policy documents in plain language and provide personalised recommendations.
- Used AWS Lambda to securely fetch real-time customer policy data from backend systems, enriching each interaction.
- Delivered the solution via serverless Bedrock API calls, ensuring scalability without in-house AI infrastructure.
- Integrated within a secure VPC environment with AWS KMS-encrypted data handling and Amazon CloudWatch telemetry for monitoring and compliance.
The Result
The solution delivered significant efficiency gains, cost savings, and improved customer experiences.
- 60% of routine queries fully automated.
- 35% reduction in operational costs over three years.
- 40% faster customer response times.
- 17% improvement in customer satisfaction ratings.
