Case Study: BTA Baltic Insurance Company improves health insurance support with Tilde's AI Assistant

BTA Baltic Insurance Company cuts health-related calls by 40% with Tilde

Tilde partnered with BTA Baltic Insurance Company to develop an AI assistant that could meet growing customer expectations for health insurance support. BTA needed to handle a high volume of detailed, time-sensitive queries while ensuring every response was reliable, accurate, and based on up-to-date policy data within a regulated environment.

The solution implemented by Tilde was Laura, a multilingual Customer AI Assistant integrated into the BTA Latvia mobile app. It combines large language models with BTA's product logic and live data to explain coverage, check balances, and answer questions. Since launch, Laura independently resolves around half of all incoming queries and has reduced health-related call volumes by approximately 40%, providing 24/7 access to personalized information for customers.

BTA Baltic Insurance Company