Confidential insurance company streamlines email triage for claims processing

A major insurance company faced inefficiencies due to the high volume of incoming claims emails, leading to slow routing and heavy manual workloads for claims teams. They implemented an automated email triage solution using Azure AI Language Studio and Power Platform to classify and route emails. The system extracts policy numbers via Named Entity Recognition (NER) for accurate department assignment. If no policy number is found, text classification with Azure AI determines the department. Integrated with Dynamics for case management and Power Automate for workflow, the solution reduced manual intervention, improved accuracy, and sped up customer responses. Email extraction and department routing were fully automated, and continuous monitoring enabled ongoing model improvements. This low-code approach minimized the need for custom development, allowing staff to update classification models as business needs evolved. Feedback loops and active model retraining were instituted to adapt to new email trends. Automated sentiment analysis and prioritization further optimized the workflow.