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 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.
Agents spent up to 6 minutes writing inconsistent notes. Now, AI instantly summarizes 55,000 weekly calls directly into the CRM.
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.
Migrating thousands of legacy contracts to a core system took hours of manual effort. AI now automatically extracts critical details.
Agents spent up to 6 minutes writing inconsistent notes. Now, AI instantly summarizes 55,000 weekly calls directly into the CRM.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.
Sourcing native speakers for 14 markets was costly. Now, AI handles 40% of routine queries and translates live for a central English team.
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 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.
Agents spent up to 6 minutes writing inconsistent notes. Now, AI instantly summarizes 55,000 weekly calls directly into the CRM.
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.
Migrating thousands of legacy contracts to a core system took hours of manual effort. AI now automatically extracts critical details.
Agents spent up to 6 minutes writing inconsistent notes. Now, AI instantly summarizes 55,000 weekly calls directly into the CRM.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.
Sourcing native speakers for 14 markets was costly. Now, AI handles 40% of routine queries and translates live for a central English team.