MicrosoftExpanded

LAQO Insurance uses Azure OpenAI via Infobip to automate customer queries and speed claims

Use case typeCustomer service automationUpdated Jun 13, 2026

LAQO Insurance, Croatia’s first fully digital insurance provider, wanted to improve 24/7 customer support, answer repetitive insurance questions faster, and streamline accident and claims reporting. The company worked with Infobip to build a GPT-enabled digital assistant named Pavle using Azure OpenAI Service and Infobip’s conversational platform. The assistant supports customers on WhatsApp Business Platform, handles only predefined insurance claims and general information topics, and routes more complex requests to live agents.

Organization
LAQO
Industry
Insurance
Location
Croatia
Published
November 2023

Reported outcomes

90%

quantified impactOther quantified impact

30%quantified impact24 hourstime10%time

Strategic outcomes

Customer experience & trustProvided around-the-clock customer supportNew product / capabilityLaunched an AI digital assistantRisk & complianceConstrained responses to approved insurance topicsCustomer experience & trustGuided customers through claim steps

Primary read

Use case focus

Showing 3 of 3

  • 1Customer service automation
  • 2Claims processing
  • 3Conversational AI
  • Provide fast, accessible, personalized customer support around the clock.
  • Reduce repetitive queries and improve the speed of insurance claims reporting without overloading human agents.
  • Limit incorrect or misleading responses in a highly regulated insurance context.
  • LAQO and Infobip used Azure OpenAI Service through Infobip’s cloud communication platform to develop Pavle, a digital assistant for customer support.
  • The team designed the assistant’s decision-making structure, applied prompting and content tuning, and constrained the bot to insurance claims and general LAQO information.
  • Pavle operates on WhatsApp Business Platform and hands off complex queries to live agents while guiding customers through accident claim steps.
Technologies
Azure OpenAI ServiceWhatsApp Business PlatformInfobip Answers
  • According to the article, 30% of customer queries are now resolved through the AI digital assistant.
  • 90% of queries are resolved within three to five exchanged messages.
  • LAQO says agents can resolve damage claims within 24 hours and spend about 10% less effort on the contact center.
Architecture

LAQO uses Infobip’s conversational platform and chatbot-building capabilities with Azure OpenAI Service to power the Pavle digital assistant, which runs on WhatsApp Business Platform and escalates complex cases to live agents.

Implementation partners2
InfobipBruketa&Zinic&Grey
Sources & evidence1
ExpandedExpanded

The same organization appears in newer AI deployment evidence.

  • Same organization re-documented as recently as 2025.

Measures whether this deployment's public evidence persists — not whether the system is still in production.

Groundedness: 5/5
Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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