When the conversation is over, GenAI reduces post-call administrative tasks by summarizing all key details for the agent automatically and recording it in the system. This saves time for the agent who can focus on more valuable follow-up actions and support more customers. It ensures customer interactions are captured more consistently and accurately across esure’s global sites. It also improves future interactions with customers, thanks to more meaningful insights for subsequent agents to familiarize themselves with.
The esure and EY teams took the use cases from ideation to reality quickly by working as a single cross-functional team to shape, build, develop and deploy the solution within 12 weeks. The EY team was rapidly mobilized with a full range of capabilities from across the UK and EMEIA, which included deep knowledge of the business as well as advanced GenAI experience across a number of different markets, with a proven track record of the whole technology implementation.
The EY team alongside esure’s specialists shaped and defined GenAI opportunities during a rapid discovery phase. This included facilitating key design decisions, agreeing the scope of projects and shaping a plan that everyone could execute. They worked closely with esure’s data science and operational business leads to build the business case and substantiate the return on investment for each use case.
The team went on to implement solutions with an agile and iterative approach. Leveraging their deep knowledge of the new esure technology ecosystem, they embedded GenAI capability into customer journeys in smart ways that helped maximize performance. With iterative testing throughout to assess the solution and bring early learnings, it was deployed for live testing first with a small cohort, gaining as much feedback as possible, before scaling it across the business within four weeks.
This was conducted at pace, with minimal disruption alongside one of the most complex transformation projects and migrations in the UK insurance market.
The EY organization was a natural choice to help. Having been an integral part of esure’s multiyear transformation journey, as their trusted adviser, the EY team had worked with the business to design and build a completely new technology ecosystem, with the leading capabilities required to run an insurance business and migrating away from their legacy systems.
esure knew the EY team had genuine thought leadership and global experience in artificial intelligence (AI), across financial services and beyond. They thought that the EY team would be able to think problems through, find solutions and help deliver them. Also, they realised the EY team understood how to make change happen in their organization — the team understood the technology ecosystem inside out and how the organization worked. This meant the team could move forward in ways that were smart, pragmatic and fast.
“The EY team brought a breadth and depth of capability and experience, with a true partnership approach to working together,” says Chris Pearce, Head of Data Science at esure.