BrazilFinance and insurance2023 – ongoingSicredi
Generative AI assistant for consortium-product support
Sicredi's support pilot increased query resolution without specialist escalation by 10%–12%, IBM reported
Problem
Support representatives often needed product specialists to resolve member questions. Escalations increased waiting times.
Approach
Sicredi and IBM built an assistant using watsonx.ai, Watson Discovery and watsonx Assistant. It generated answers from support documentation. A 20-day pilot covered consortium-product enquiries and was compared with the previous month's support data.
Results
Takeaway
The reported improvement covered one product and a short pilot; expansion to other products remained a next step.
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
IBM described an assistant tested on consortium-product enquiries. It reported better resolution without escalation and fewer abandoned calls against the preceding month's results.
Full details are in the original sources.