Case Study: Esure achieves better customer experience and faster innovation with Amazon Web Services

esure Personalizes Customer Experience Using Machine Learning on AWS

Esure wanted to create a more personalized, faster insurance-buying experience while improving service quality and keeping costs down. Working with Amazon Web Services, the insurer built a cloud-native platform on AWS, using tools like Amazon Connect to better support self-service, chatbots, and agent-assisted service.

Amazon Web Services helped esure launch a customer-focused agent desktop with omnichannel communications and real-time customer data, enabling quicker resolutions and more efficient frontline support. The impact has been significant: 80% of customer queries are expected to move online, new services can be delivered in months instead of years, and fraud detection improved from 40% to 60% of false incidents identified, while overall IT costs declined.

Esure

Peter Martin-Simon

Chief Customer Officer