Case Study: LAQO Insurance elevates customer support with Infobip's Gen-AI and Azure OpenAI

LAQO Insurance elevates support with Infobip’s gen-AI and Azure OpenAI partnership

LAQO Insurance, an innovative digital insurer, wanted to strengthen customer service by providing fast, accessible, personalized support around the clock. To do this, it partnered with Infobip to build a GPT-enabled digital assistant using Infobip’s Gen-AI and Azure OpenAI Service.

Infobip implemented advanced prompting and carefully prepared content to reduce hallucinations and improve conversational quality. The result was a natural, human-like support experience that resolves 30% of customer queries through the AI assistant, handles 90% of queries within 3–5 messages, and reduces contact center effort by 10%, helping LAQO support growth without expanding its team.

LAQO Insurance

Ana Zovko

Director