Case Study: a global financial intelligence and risk assessment enterprise proves GenAI ROI with Insightful

a global financial intelligence and risk assessment enterprise proves AI ROI with Insightful, cutting average handle time 3.6%

A global financial intelligence and risk assessment enterprise faced the challenge of proving the return on its significant investment in AI tools like Salesforce Einstein and Microsoft Copilot. Leadership questioned the impact on costs and headcount, as the company had no visibility into how AI was being used across 78,000 complex customer service cases or whether it was improving efficiency. Without data, they could not justify the AI spend or their team of high-skilled specialists. They turned to Insightful for a solution using its Workflow Optimization platform.

By implementing Insightful, the enterprise gained end-to-end visibility into its workflows, allowing it to map AI adoption and measure performance anonymously at a team level. The solution revealed that AI was strategically used on the most complex cases, justifying the specialist headcount. Insightful enabled the company to achieve measurable results, including a 3.6% reduction in average handle time across 500+ daily cases, and provided the data needed to defend its AI investment to leadership.