AI PROJECT DEVELOPMENT
AI VOICE BOTS FOR INSURANCE CLAIMS AUTOMATION
Overview
Customer partnered with a leading insurance provider to deploy AI Voice Bots that automate first-line claim intake and status inquiries.
The goal was to reduce inbound call volume, accelerate claims handling, and improve policyholder satisfaction — all while maintaining a human-like voice experience powered by conversational AI and speech recognition.
AI
UI/UX
WEB DEVELOPMENT
DEVOPS
Challenge
The insurer received thousands of repetitive calls daily regarding claim status, document submission, and policy coverage questions.
Key pain points included:
- Long wait times for basic inquiries.
- High agent workload and burnout during seasonal claim surges.
- Manual claim triage and data entry caused delays and errors.
- Existing IVR system was rigid, offering poor customer experience.
They needed a scalable AI solution that could handle natural voice conversations, integrate with existing claim systems, and maintain full compliance with FCA and GDPR regulations.
Solution
Weimplemented an AI Voice Bot solution that automates up to 60% of claim-related calls while ensuring smooth hand-offs to human agents for complex cases.
Core Features
- Conversational AI Engine: Built using natural language understanding (NLU) to interpret customer intent.
- Speech-to-Text & Text-to-Speech: Realistic, human-like voice interactions.
- CRM Integration: Automatic claim lookup, policy validation, and ticket creation.
- Secure Authentication: Multi-factor verification to protect customer data.
- Real-Time Escalation: Seamless transfer to live agents when AI detects frustration or uncertainty.
- 24/7 Availability: Handles routine queries around the clock, even during claim surges.
The solution was deployed both for inbound and outbound calls, enabling proactive claim status updates and appointment reminders.
Technology Stack
AI Engine: Dialogflow CX + OpenAI NLU layer
Speech Services: AWS Transcribe & Polly, Twilio Voice API
Backend: Java, Spring Boot, PostgreSQL
Integrations: CRM / Claims Management System via REST API
Infrastructure: AWS Lambda, S3, CloudWatch, Cognito
Security: TLS, AES encryption, GDPR-compliant data handling
Our Approach
Intelisoft followed a phased implementation strategy to minimize disruption and ensure measurable ROI from day one:
- Data Discovery & Intent Design: Analyzed 30,000+ historic calls to map high-volume intents.
- Voice Bot Prototype: Built pilot flows for “Claim Status” and “Document Upload” calls.
- Integration Phase: Connected bot logic with CRM and claims database.
- Testing & Tuning: Iteratively improved accuracy through user testing and sentiment feedback.
Full Deployment: Rolled out across multiple contact centres with real-time monitoring dashboards.
Results
65% of inbound claim calls fully automated (no human involvement)
Average handling time reduced by 47%
Improved customer satisfaction (CSAT +22%)
Agents freed up for complex claim cases
Compliance maintained with secure data workflows and logging
This solution not only reduced operational costs but transformed the insurer’s customer experience through AI-driven voice automation.
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