Case Study: a global financial services leader reduces customer service response time with C3.ai Generative AI

a global financial services leader cuts information access time by 90%+ with C3.ai

A global financial services leader providing insurance and investment solutions faced a costly challenge with its high-touch customer service model. Its specialists spent significant manual effort navigating multiple systems and databases to research and respond to customer inquiries, which impacted efficiency despite improving satisfaction. The company partnered with C3.ai and chose its C3 Generative AI product to simplify information access and accelerate service cycles.

C3.ai implemented its generative AI solution in under two days, integrating over 180 documents into a unified knowledge source. The solution reduced the time required for customer service specialists to find information by over 90%, allowing them to focus on consultation and resolve more cases. This was proven in the first week of rollout, during which specialists submitted over 150 queries to the C3 Generative AI system.