United StatesFinance and insurance2025 – ongoingNew York Life
Service Sage policy-information assistant
New York Life reduced call hold time by approximately 19% with Service Sage, AWS reported
Problem
Service representatives had to search lengthy policy documents and internal knowledge bases while callers waited.
Approach
New York Life built Service Sage using Amazon Bedrock, with support from AWS teams. The assistant retrieved policy information during calls. AWS reported that representatives used it to answer around 110,000 questions during its first 7 months.
Results
Takeaway
The reported saving concerned the time customers waited while representatives researched an answer. It did not measure the duration of an entire call.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
New York Life confirmed that Service Sage was supporting service representatives with answers from policy documents. It reported shorter hold times and more consistent answers without quantifying those improvements.
AWS described how New York Life built Service Sage on its AI and search services. It reported approximately 19% shorter hold time and around 110,000 questions answered over 7 months.
Full details are in the original sources.