Case Study: Large UK Insurer boosts call centre productivity with Endava and Google Cloud Generative AI

Large UK Insurer Leverages Google Cloud’s Generative AI to Boost Value for Employees and Customers

Endava worked with a large UK insurer whose call centre agents were spending too much time transcribing calls and completing insurance forms during live customer interactions. This slowed service, increased wait times, reduced productivity, and hurt the customer experience. The insurer explored generative AI with Google Cloud technologies as part of the effort to improve agent efficiency.

Endava designed a generative AI agent assistant proof of concept that used Google Cloud Speech-to-Text for real-time transcription, Vertex AI and LLMs for transcript analysis, Contact Center AI for agent suggestions, and DocAI to auto-fill insurance forms and fetch quotes. The solution provided a user-centric interface that showed real-time insights and actions, improving decision-making and productivity while streamlining operations for employees and customers.