Case study
Policy Intelligence for Customer Service
What it gets youSales agents, customer service teams, brokers, and claims employees can provide faster, more consistent answers while showing the source behind each response.
Large insurance companies may manage hundreds or thousands of products, policy versions, clauses, exclusions, endorsements, and internal guidelines. This can make even relatively simple customer questions difficult to answer quickly and consistently.
Find the policy information that applies to this customer
For example, a customer may ask whether a certain type of water damage is covered under their home insurance. The correct answer may depend on the customer's specific policy version, relevant exclusions, endorsements, and internal interpretation guidelines.
Consilience can connect the customer's information with the correct policy, policy version, coverage clauses, exclusions, endorsements, and internal guidelines in order to provide a more accurate answer.
Questions employees could ask
Employees could then ask:
- “Is this event covered under the customer's policy?”
- “Which exclusions apply?”
- “Which version of the policy is currently valid?”
- “Show the original clause supporting this answer.”
- “Has this coverage changed compared with the previous version?”
Faster answers with the source behind every response
This could help sales agents, customer service teams, brokers, and claims employees provide faster and more consistent answers while still showing the source behind each response.
For simpler inquiries, it may also reduce the need for manual employee involvement, while more complex cases can still be escalated to a human specialist.