Case Study: Irish Life achieves 70% automatic email triage and 95% accuracy with Ushur

Irish Life and Ushur: A Fresh Look At Customer Engagement

Irish Life, a Dublin‑based insurer serving 1.3 million customers, faced a high-volume email challenge: its corporate team manually read and routed hundreds of thousands of messages each year, with average query resolution around 2.5 days. Seeking an AI that could extract key business indicators (KBIs) and auto-route queries without heavy coding, Irish Life chose Ushur’s intelligent automation — including its SmartMail data‑extraction and conversational AI capabilities — to modernize email triage.

Ushur ran a six‑week pilot, deployed a GDPR‑compliant instance, integrated with Irish Life’s Midas work platform, anonymized PII for training, and used prior human‑labeled emails to teach its models. The solution achieved 80% accuracy initially and now auto‑triages 70% of emails at ~95% accuracy, cutting index time from days to seconds, reducing resource needs by ~40%, and eliminating weekend backlogs — benefits Ushur says will extend further with plans for its Invisible App to enable straight‑through processing.

Irish Life

Ken Lynch

Head of Information Services