EBI.AI
6 Case Studies
Case Study: Legal & General Insurance reduces call centre pressure with EBI.AI's SmartHelp
A EBI.AI Case Study
79% of SmartHelp users turn to the L&G AI assistant first for help with their insurance
Legal & General Insurance partnered with EBI.AI to reduce pressure on its customer call centres, which were overwhelmed by high volumes of general insurance enquiries. As call demand surged during Covid-19, the insurer needed a faster, more scalable way to support customers across general, pet, and home insurance.
EBI.AI implemented its Lobster AI conversational platform, creating SmartHelp to handle secure, natural-language customer conversations and connect with L&G Insurance’s policy systems. The AI assistant now resolves 95% of conversations successfully, and 79% of users choose SmartHelp instead of calling or emailing, with more than 4,000 conversations handled in peak months.
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Legal & General Insurance
Claire Hird
Operations Director