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.
Helped Tower undertake a multiphase transformation, including an AI sprint, and delivered 5 AI-driven use cases.
Cloud computing platform and on-demand infrastructure services.
Tower Insurance's Customer support is part of this use case:
Related implementations across industries and use cases
Agents spent up to 6 minutes writing inconsistent notes. Now, AI instantly summarizes 55,000 weekly calls directly into the CRM.
With 96% of calls unreviewed, recurring patterns took months to surface. Now every call is evaluated for agent tone, empathy, and sentiment.
Fragmented legacy platforms took weeks to scale. Now, AI routes emails by intent while unified desktops let agents resolve issues faster.
Agents spent up to 6 minutes writing inconsistent notes. Now, AI instantly summarizes 55,000 weekly calls directly into the CRM.
Agents split focus between members and manual note-taking. Now, an AI copilot summarizes calls, letting agents give their full attention.
Underwriters searched hundreds of pages of criteria; HR fielded policy questions employees could self-serve. Agents now handle both.
Phone scheduling took 3 days per candidate. An SMS agent now handles it end-to-end in 37 minutes, 24/7.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
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.
Helped Tower undertake a multiphase transformation, including an AI sprint, and delivered 5 AI-driven use cases.
Cloud computing platform and on-demand infrastructure services.
Tower Insurance's Customer support is part of this use case:
Related implementations across industries and use cases
Agents spent up to 6 minutes writing inconsistent notes. Now, AI instantly summarizes 55,000 weekly calls directly into the CRM.
With 96% of calls unreviewed, recurring patterns took months to surface. Now every call is evaluated for agent tone, empathy, and sentiment.
Fragmented legacy platforms took weeks to scale. Now, AI routes emails by intent while unified desktops let agents resolve issues faster.
Agents spent up to 6 minutes writing inconsistent notes. Now, AI instantly summarizes 55,000 weekly calls directly into the CRM.
Agents split focus between members and manual note-taking. Now, an AI copilot summarizes calls, letting agents give their full attention.
Underwriters searched hundreds of pages of criteria; HR fielded policy questions employees could self-serve. Agents now handle both.
Phone scheduling took 3 days per candidate. An SMS agent now handles it end-to-end in 37 minutes, 24/7.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.