What challenges did Nationwide face before AI implementation?

High volume of claims submissions caused heavy workload for call center agents. Need to provide quicker, more efficient service for customers submitting claims. Desire to enable customer self-service for basic inquiries and transactions. Operational inefficiency due to manual claims processing workflows. Requirement to improve customer satisfaction and reduce wait times.

What was the impact of the AI solution?

Handles 25,000 monthly customer interactions. Reduced call center workload by automating claims intake and common queries. Accelerated claims submission processing, leading to faster customer resolutions. Improved overall customer satisfaction and operational efficiency.

Source

MicrosoftExpandedProductionEvidence: Low40/100

Nationwide streamlines insurance claims with AI-powered chatbot

Use case typeCustomer service automationUpdated Jun 13, 2026

Nationwide, a major insurance provider in the US, implemented NOVA, an AI-powered chatbot, to streamline the claims submission process and improve customer service. The NOVA chatbot was developed and deployed using Azure Bot Service and Azure AI. It currently handles around 25,000 customer interactions per month for claims intake, answering FAQs, and managing password resets through Nationwide's digital portals. The main goal was to reduce the workload of call center agents, enabling them to focus on more complex tasks and elevate overall customer experience. Business outcomes include increased customer self-service rates, faster claims processing, and operational efficiency. The solution demonstrates the application of conversational AI in the insurance sector, leveraging Microsoft cloud services to automate key customer touchpoints. The article highlights several industry-wide Azure AI adoptions but focuses on Nationwide's implementation as a tangible use case.

Organization: Nationwide
Industry: Insurance
Location: United States
Published: November 2019

Reported outcomes

Strategic outcomes

Customer experience & trustImproved customer self-serviceSpeed & agilityFaster claims processingScale & capacityHandled customer interaction volumeCost efficiencyReduced call center workload

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Nationwide
Provider: Microsoft
Maturity: Production
Linked source: azure.microsoft.com

The NOVA chatbot was developed and deployed using Azure Bot Service and Azure AI

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

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1AI Chatbot for Insurance Claims Submission and Self-Service

High volume of claims submissions caused heavy workload for call center agents.
Need to provide quicker, more efficient service for customers submitting claims.
Desire to enable customer self-service for basic inquiries and transactions.
Operational inefficiency due to manual claims processing workflows.
Requirement to improve customer satisfaction and reduce wait times.

Developed and deployed NOVA, an AI-powered chatbot using Azure Bot Service and Azure AI.
Integrated chatbot across Nationwide's Login and Claims websites to assist with claims submission, FAQs, and password resets.
Automated repetitive customer queries to free up human agents for complex cases.
Leveraged cloud-based conversational AI to ensure scalability and reliability in handling customer volume.

Technologies

Azure Bot Service Azure AI

Handles 25,000 monthly customer interactions.
Reduced call center workload by automating claims intake and common queries.
Accelerated claims submission processing, leading to faster customer resolutions.
Improved overall customer satisfaction and operational efficiency.

Sources & evidence1

Evidence: Low40/100Evidence strength