Hub of AI Agents for Reports and Dashboards significantly accelerates commercial data management
Insurance
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Head de IA Gen
Client Challenge
The challenge was to promote strategic decision-making by optimizing commercial data, while eliminating the operational inefficiency caused by manual triage of technical support tickets. Commercial data was scattered across different sources, hindering visibility into broker performance and making the report generation process slow and error-prone. Meanwhile, the growing volume of technical support tickets demanded significant manual effort, resulting in elevated response times and unnecessary allocation of human resources to repetitive tasks.
Zappts' Role
Creation of an AI Agent Hub focused on two fronts: Commercial Insights, using Generative AI to analyze quotes and send automatic strategic reports; and Automatic Ticket Classification, which standardizes, prioritizes, and suggests resolutions for requests in Jira. The architecture was designed to integrate with existing systems, ensuring that agents accessed real-time data and delivered actionable information without manual intervention. Each agent was specialized in its function, enabling scalability and easier maintenance over time.
Results
The project delivered a smarter operation and empowered commercial managers. Leadership now has access to accurate dashboards and receives agile, continuous insights on broker performance. The time to generate commercial reports was significantly reduced, enabling the team to make decisions based on updated data. The automation of ticket classification also increased the efficiency of the support team, which now dedicates more time to strategic issues and less to manual triage.
About the company
AXA is one of the largest insurance groups in the world, headquartered in Paris, France. The brand operates in more than 50 countries, offering everything from life and property insurance to coverage for large corporations and reinsurance through AXA XL. In Brazil since 2015, the company operates nationwide with business insurance, in addition to protecting everyday assets of individuals (such as cell phones and bags) through partnerships with banks and retailers.
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