NetherlandsFinance and insurance2023 – ongoingNN Group
GPT-3 call summaries for insurance service agents
NN Group reported savings of up to 3.5 minutes per call from AI summaries
Problem
Service agents spent time documenting customer calls and updating tickets. This reduced the time available to help customers.
Approach
NN Group used GPT-3 to generate call summaries. Agents reviewed the summaries before updating tickets. In August 2023, the insurer announced plans to extend automated logging across its Dutch call centres.
Results
Takeaway
Agent review remained part of the workflow. The annual savings calculation represented the opportunity from wider rollout.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
NN Group described agent-reviewed GPT-3 summaries and reported savings of up to 3.5 minutes per call. It presented broader Dutch deployment as the next step.
Full details are in the original sources.