JapanFinance and insurance2023 – ongoingSBI Life Insurance
AI document search for call center operators
SBI Life Insurance shortened operator training by about 30% with AI document search
Problem
Operators struggled to find documents for discontinued insurance products. Learning to handle these inquiries required lengthy training.
Approach
The Information Systems Department built document search around Amazon Kendra and launched it in July 2023. It added generative AI summaries in September. Almost all operators used the solution by 2024.
Results
Takeaway
The search tool reduced the training needed to handle questions about older policies. Operators read generated summaries when answering customers.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIPredictive analytics and ML
- Adoption
- Built in-house
- Evidence
- Vendor case study
Sources
Source summaries
AWS reported that the insurer deployed AI document search and summaries for call center operators. Training periods shortened by about 30%. The page carries no date; the Internet Archive first saved it on January 21, 2025.
Full details are in the original sources.