Case Study: Asurion achieves faster, more scalable customer service with Redis

Powering world-class customer service with AI-driven Redis solutions on AWS

Asurion, a customer service and insurance support provider, faced frequent slowdowns and service interruptions that hurt customer satisfaction and agent productivity, especially as large AI datasets and machine learning integrations made it harder to handle multiple conversations at once. Before Redis, the company was using ElastiCache, which contributed to performance issues across its customer service operations.

Redis helped Asurion rebuild its customer service infrastructure on AWS with an event-driven message broker, real-time caching, a session manager, and vector similarity search for AI-driven responses. The result was over 50% faster response times, 70% of user queries routed through more accurate answer paths, and 3–5 seconds saved per conversation, while enabling sub-10-millisecond responses and scaling to millions of concurrent interactions.

Asurion

Harsh Tomar

Data Scientist