What challenges did LAQO face before AI implementation?

Needed to provide 24/7 customer support in a competitive insurance market. Customers were reluctant to read documents and preferred messaging via WhatsApp. Manual claims processing was slow, impacting customer satisfaction. Croatian language AI support was lacking in out-of-the-box tools. Contact center was burdened with repetitive queries, limiting focus on complex customer needs.

What was the impact of the AI solution?

30% of all queries are resolved by the AI assistant automatically. 90% of handled queries resolved within 3–5 messages. 10% reduction in overall contact center effort. Claims processed within 24 hours when documents are complete. Enabled agents to focus on new customer acquisition and complex issues without hiring more staff.

Source

MicrosoftExpanded

LAQO Automates Insurance Customer Support and Claims Processing with AI Assistant

Use case typeCustomer service automationUpdated Jun 13, 2026

LAQO, Croatia's first fully digital insurance provider, partnered with Infobip to implement an AI assistant named Pavle using Microsoft Azure OpenAI Service. The goal was to provide 24/7 customer support and streamline claims processing, particularly via WhatsApp Business Platform. The assistant was trained, fine-tuned for the Croatian language, and optimized to minimize hallucinations and ensure correct responses. Today, 30% of customer interactions are resolved automatically, with 90% handled within three to five messages. The solution has also reduced the workload of contact center agents by 10%, allowing staff to focus on complex cases and customer acquisition. The AI system processes claims within 24 hours when documentation is complete and future plans include expanding Pavle's capabilities to selling insurance policies and handling multimedia and multi-personality responses. This modernization is part of LAQO’s broader digital innovation strategy, aiming to humanize and simplify insurance for its customers.

Organization: LAQO
Industry: Insurance
Location: Croatia
Published: June 2024

Reported outcomes

90%

quantified impactOther quantified impact

30%quantified impact−10%quantified impact24 hourstime

Strategic outcomes

Customer experience & trustProvided around-the-clock customer supportNew product / capabilityAutomated claims guidance and reportingCustomer experience & trustResolved customer queries through messagingSpeed & agilityStreamlined claims processing

Primary read

Use case focus

Showing 3 of 3

1Automated Insurance Customer Support via AI Assistant
2AI-Driven Claims Processing Automation
3WhatsApp-based Customer Service Automation

Needed to provide 24/7 customer support in a competitive insurance market.
Customers were reluctant to read documents and preferred messaging via WhatsApp.
Manual claims processing was slow, impacting customer satisfaction.
Croatian language AI support was lacking in out-of-the-box tools.
Contact center was burdened with repetitive queries, limiting focus on complex customer needs.

Partnered with Infobip to create an AI assistant ('Pavle') using Azure OpenAI Service.
Integrated the assistant into WhatsApp Business Platform for conversational customer support.
Fine-tuned models for the Croatian language to ensure accuracy and minimize hallucinations.
Automated claims guidance and initial reporting steps, with hand-off to human agents for complex requests.
Consistent, fast responses provided around-the-clock for common queries.

Technologies

Azure OpenAI

30% of all queries are resolved by the AI assistant automatically.
90% of handled queries resolved within 3–5 messages.
10% reduction in overall contact center effort.
Claims processed within 24 hours when documents are complete.
Enabled agents to focus on new customer acquisition and complex issues without hiring more staff.