Case Study: Leading Insurance Company achieves 50% automation of informational and payment queries with Kore.ai's My Policy virtual assistant

100-year Old Insurance Major Deploys ‘My Policy’ Virtual Assistant that Handles 50% of Informational and Payments Queries

Leading Insurance Company, a North America–based auto insurer with roughly 60 million customers and an A+ rating, was receiving about 450,000 customer calls annually with more than 65% being routine policy, payment and coverage queries. To reduce wait times and transform transactional interactions into more efficient, customer-centric engagements, the insurer chose Kore.ai and its no-code platform to build the "My Policy" virtual assistant.

Kore.ai deployed My Policy on the company website, training it on 26 key intents and 1,500 utterances, integrating with backend APIs and LivePerson for seamless agent handoffs, and adding COVID-19–specific intents when needed. The Kore.ai assistant enables policy lookups, payment deferrals and flexible premium payments (monthly/quarterly/yearly), preserves conversation history for faster agent resolution, and now handles roughly 40–50% of routine informational and payment queries (about 40% contained today), significantly reducing agent load and improving customer engagement.