Challenge
A leading insurance company struggled with large volumes of customer inquiries across email, chat, and WhatsApp.
Human agents manually managed repetitive questions, policy updates, and claim status requests.
This led to increased response time and reduced consistency.
Customers often waited hours for basic updates, affecting satisfaction and renewals.
What CLU Did
CLU integrated the company's CRM, ticketing system, and messaging platforms into a single orchestrated workflow.
Using CLU, the system interpreted each customer message in natural language, identified intent, and dispatched AI Support Agents to resolve requests instantly.
Agents performed actions such as retrieving policy details, sending updates, or escalating complex cases to human supervisors when needed.
A Control Tower monitored every conversation, ensuring quality and compliance.
Impact
90% automation of repetitive inquiries
Response time reduced from hours to seconds
NPS (Net Promoter Score) increased by 35 points within the first quarter
Agents reallocated to higher-value sales and retention tasks
"Our customers now get instant answers 24/7 — CLU became the backbone of our digital service strategy."