United StatesFinance and insurance2025 – ongoing

Assurant

AI-generated responses for contact-center representatives

Assurant said representatives used AI-generated responses unchanged 80% of the time

WorkingCompany's own claimOfficial ↗

Problem

Assurant needed faster responses to customer inquiries while preserving appropriate handling of complicated claims.

Approach

Assurant trained its AI engine on existing use cases and human interactions, then tested responses against common inquiries. Contact-center representatives could accept the generated text or edit it for the customer's situation.

Results

80%share of generated responses representatives used unchanged, according to AssurantCompany's own claim[1]

9 pointsincrease in customer satisfaction scores attributed to employee and AI collaboration by AssurantCompany's own claim[1]

Takeaway

Representatives retained control over the response. Assurant did not disclose the measurement period or comparison group for its satisfaction result.

Sources

Building Trust in Enterprise AI: a Human-Centric Approach
Assurant27 Feb 2025Company publication

Source summaries

[1]Assurant27 Feb 2025

Assurant described response generation with representative review. It reported 80% unchanged acceptance and a 9-point increase in customer satisfaction scores.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026