Key results
Result highlights
The story
An insurance provider receives up to 18,000 customer feedback entries annually across telephone calls, online channels, and surveys.
Staff manually reviewed unstructured data one by one, a process plagued by subjective judgment and inconsistent categorization that delayed business...
Quotes
“Controlling expectations for generative AI is key, to avoid falling into underestimation, or conversely overconfidence that it’s a ‘universal tool that can do anything’. To this end, it was important for everyone in the user department to engage the project with a sense of satisfaction. By performing user verification in each instance with products that actually work in weekly agile development, we made consistent improvements.”
The company
Tokio Marine & Nichido Anshin Life Insurance
tmn-anshin.co.jpLife insurance, medical coverage, and retirement savings products for individuals.