Insurance Providers Boost Customer Service with Intelligent Agent Assist Solution
Brillio developed an Intelligent Agent Assist solution for insurance service providers using Azure OpenAI and Azure Cognitive Search. The solution tackles the issue of long call handling times, post-call manual tasks, high operational costs, and limited multilingual support for insurance contact centers. By leveraging GPT models integrated with vector search and NER-based PII data masking, the system offers real-time agent assistance, access to information, call summarization, and automated email drafting. Enhanced data privacy and security are built into the solution, and human feedback is incorporated for ongoing improvement. The results are increased agent productivity, improved customer loyalty, and scalable 24/7 support without proportional hiring. The implementation leads to measurable reductions in fraud and operational costs while delivering higher CSAT scores.
- Organization
- Insurance Service Providers
- Industry
- Insurance
- Location
- United States
- Published
- June 2025
Reported outcomes
Strategic outcomes
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Insurance Service Providers
- Provider
- Microsoft
- Maturity
- Production
- Linked source
- appsource.microsoft.com
The solution tackles the issue of long call handling times, post-call manual tasks, high operational costs, and limited multilingual support for insurance contact centers
Primary read
Use case focus
Showing 3 of 3
- 1Real-time Agent Assistance for Insurance Customer Support
- 2Automated Call Transcript Summarization and Email Drafting
- 3PII Data Masking during Live Calls
- Manual, time-consuming post-call wrap-up activities increase operational costs.
- Complex technology interfaces prolong call handling time for agents.
- Lack of 24/7 multilingual support affects customer experience.
- Contact centers face increased call volume and agent burnout.
- Implemented Brillio’s Intelligent Agent Assist leveraging Azure OpenAI and Cognitive Search.
- Integrated GPT with search for real-time responses and information retrieval.
- Automated call transcript summarization and email draft generation post-call.
- NER-based PII data masking ensures data privacy and security.
- Increased customer loyalty and retention, leading to higher CSAT.
- Enhanced agent productivity and reduced repetitive tasks.
- Decreased average handling time per customer inquiry.
- Reduced fraud and better data security.
- Scalable customer support without proportional staff increases.
Architecture
The solution integrates Azure OpenAI GPT with Azure Cognitive Search for real-time information retrieval. Post-call, an NER model applies PII data masking, and vector search supports contextually relevant answers. The architecture includes components for human feedback, email template drafting, and contextualized summary generation.
Implementation partners1
Sources & evidence1
- Customer explicitly identified
- Deployment status explicitly supported
- Technical implementation details available
- Recent evidence check available
- Last evidence check: Jun 1, 2026.
The case's original source is still reachable.
- Cited source last checked Jun 1, 2026 — ok (0/1 broken).
Measures whether this deployment's public evidence persists — not whether the system is still in production.
AI-generated summary. Verify important details with the linked sources before relying on this case.
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