Case Study: Generali Italia achieves faster, more accurate ticket sorting with Expert.ai

Generali - Customer Case Study

Generali, a leading Italian insurer serving millions of customers, struggled with a constant flood of incoming trouble tickets that needed routing across more than 100 departments. Despite existing automation, sorting speed and accuracy were insufficient, so Generali engaged Expert.ai and its text-understanding technology, including Expert.ai Discover, to improve automated ticket classification and response.

Expert.ai implemented a solution that analyzes ticket text to extract syntax and role-related cues, automatically categorizes each ticket, routes complex cases to human agents, and sends automated resolutions for routine issues. The change cut sorting time from one–two days to as little as five minutes, enabled processing of more than 5,000 tickets per day (over 1 million per year), and prompted Generali to launch a three-year automation scale-up—demonstrating measurable efficiency gains from Expert.ai’s technology and expertise.

Generali