Agents juggled disconnected tools and lost hours to manual wrap-ups. Now, AI assists them in real time and automates post-call summaries.
A New Zealand-based insurer with a 150-year history serves approximately 300,000 policyholders across home, car, and business coverage through a contact center supporting 11 distinct lines of business.
Agents constantly switched between disconnected applications to serve a single customer, while manual post-call wrap-up consumed significant time...
“This has been a powerful proof point of what’s possible when AI ambition is matched with disciplined delivery. In just 10 weeks, Tower demonstrated that AI-driven experiences can be delivered at pace, with stability, strong governance, and real business impact. This pilot has laid a credible foundation for scaling AI safely into business as usual, and it reflects the strength of the one-team partnership between Tower, Deloitte, and AWS.”
Property, casualty, and life insurance provider in New Zealand.
Cloud computing platform and on-demand infrastructure services.
Helped Tower undertake a multiphase transformation, including an AI sprint, and delivered 5 AI-driven use cases.
Related implementations across industries and use cases
Agents dug through 100+ data sources while clients waited. GenAI now scans policy docs instantly, cutting hold times by 19%.
Rigid tools forced agents to handle policy changes. An AI agent now executes regulated workflows like renewals and address updates.
Reps were buried under 335k inquiries, 90% routine. AI now resolves FAQs and drafts emails, cutting response times 87.5%.
Agents juggled disconnected systems and manual notes. Now, an AI copilot analyzes live calls to surface answers and draft summaries.
Manual call notes burdened agents, while managers struggled to track promises. Now, AI copilots automate summaries and verify commitments.
Recruiters lost 40% of their time to manual scheduling. An AI agent now handles coordination, letting candidates self-book via chat.
Manual email drafts took 12 minutes. AI cut this to 1.5 minutes, freeing agents to resolve complex funding and care delays.
Inboxes overflowed with tracking and sizing queries. An AI now locates orders and asks player height to size gloves instantly.
Specs scattered in PDFs meant fixes took weeks. Now, autonomous agents access unified data to resolve over 25% of cases instantly.
Agents juggled disconnected tools and lost hours to manual wrap-ups. Now, AI assists them in real time and automates post-call summaries.
A New Zealand-based insurer with a 150-year history serves approximately 300,000 policyholders across home, car, and business coverage through a contact center supporting 11 distinct lines of business.
Agents constantly switched between disconnected applications to serve a single customer, while manual post-call wrap-up consumed significant time...
“This has been a powerful proof point of what’s possible when AI ambition is matched with disciplined delivery. In just 10 weeks, Tower demonstrated that AI-driven experiences can be delivered at pace, with stability, strong governance, and real business impact. This pilot has laid a credible foundation for scaling AI safely into business as usual, and it reflects the strength of the one-team partnership between Tower, Deloitte, and AWS.”
Property, casualty, and life insurance provider in New Zealand.
Cloud computing platform and on-demand infrastructure services.
Helped Tower undertake a multiphase transformation, including an AI sprint, and delivered 5 AI-driven use cases.
Related implementations across industries and use cases
Agents dug through 100+ data sources while clients waited. GenAI now scans policy docs instantly, cutting hold times by 19%.
Rigid tools forced agents to handle policy changes. An AI agent now executes regulated workflows like renewals and address updates.
Reps were buried under 335k inquiries, 90% routine. AI now resolves FAQs and drafts emails, cutting response times 87.5%.
Agents juggled disconnected systems and manual notes. Now, an AI copilot analyzes live calls to surface answers and draft summaries.
Manual call notes burdened agents, while managers struggled to track promises. Now, AI copilots automate summaries and verify commitments.
Recruiters lost 40% of their time to manual scheduling. An AI agent now handles coordination, letting candidates self-book via chat.
Manual email drafts took 12 minutes. AI cut this to 1.5 minutes, freeing agents to resolve complex funding and care delays.
Inboxes overflowed with tracking and sizing queries. An AI now locates orders and asks player height to size gloves instantly.
Specs scattered in PDFs meant fixes took weeks. Now, autonomous agents access unified data to resolve over 25% of cases instantly.