Production AI Agents for Insurance Customer Care

A production-grade AI agent system for a fast-growing online insurer, processing over a thousand customer contacts per day across multiple languages.

Problem

The client's customer service operation was scaling faster than headcount could follow. With a rapidly expanding customer base and multilingual enquiries arriving daily, the business needed a way to maintain service quality at volume without simply adding seats.

Solution

We joined a team to provide agentic AI guidance and software development services. We moved from board-level strategy through to full production deployment:

• Board-level strategy to identify the highest-value automation opportunities across the customer lifecycle
• Design and deployment of production AI agents for customer service, handling over a thousand multilingual customer contacts per day
• Architecture on AWS — Bedrock and agent orchestration frameworks, benchmarked against multiple LLM providers for quality, cost, and latency
• Quality assurance automation using agentic teams to evaluate customer care interactions across languages — agents reviewing agents, with human oversight at the right points

What Makes This Different

This was a live, operational system — not a demo or a proof of concept. The agents handle real customer issues at production scale, every day. The architecture was designed for reliability, auditability, and cost-effectiveness. Every interaction has a full audit trail. Human escalation paths are built in. And the QA agents continuously evaluate output quality, catching issues before customers do.