Case Study: Leading Claims Management Services Providing Company achieves automated service-desk resolutions and higher customer satisfaction with Happiest Minds' Knowledge-Engine Chatbot

Leading Claims Management Services Providing Company - Customer Case Study

Happiest Minds, a next‑generation digital transformation and engineering services firm, helped clients across banking, fintech, travel, airports, theme parks and claims management tackle fragmented enterprise knowledge, high volumes of repetitive service requests and long resolution times. Organizations needed scalable, personalized self‑service and faster first‑level triage to reduce agent workload, improve customer satisfaction and unlock operational efficiencies.

Happiest Minds deployed knowledge‑engine powered chatbots and AI assistants (NLP, self‑assembling knowledge bases, DQA and agent assistant bots) to automate L1 triage, resolve repeat requests, create and route tickets, enable OCR/face recognition workflows and provide omni‑channel conversational support. Results included large gains in knowledge delivery (+55%), customer satisfaction (+30–40%), >40% reduction in L1 calls, ~40% improvement in operational efficiency, substantial cost and time savings (e.g., $61K lookups, 2,880 agent hours) and measurable boosts in resolution speed, cross‑sell and user engagement.