Title
A European multi-line insurer co-develops generative AI solutions with Capgemini, including a RAG chatbot for travel insurance queries
Capgemini co-developed a RAG-based chatbot to support travel insurance with business adoption playbooks.
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Description
A European multi-line insurer partnered with Capgemini across its business entities to create a generative AI roadmap and co-develop solutions: multilingual meeting transcription and summarization, a RAG-based chatbot to analyze and generate ESG reports (with a comparative study of Mistral AI and GPT-4 models), and a RAG-based chatbot that answers general travel insurance customer queries from travel terms and conditions documents. The source reports a 12-time reduction in manual work for generating meeting summaries and 91% accuracy in travel insurance query responses with live agent validations.
one of these implementations has made it possible to achieve a 12-time reduction in the manual work associated with generating meeting summaries.
achieved 91% accuracy with live agent validations.
Company
Undisclosed European multi-line insurer (client of Capgemini)
…reduction in manual effort and 91% accuracy in travel insurance query responses Client: European multi-line insurer Region: Europe Industry: Insurance Client challenge: The insurer sought to incr…
Region
Europe
…ccuracy in travel insurance query responses Client: European multi-line insurer Region: Europe Industry: Insurance Client challenge: The insurer sought to increase operationa…
Industry
Insurance
…el insurance query responses Client: European multi-line insurer Region: Europe Industry: Insurance Client challenge: The insurer sought to increase operational efficiency and enh…
Problem
The insurer sought to increase operational efficiency and enhance the employee and customer experience by adopting generative and agentic AI at scale, and needed a clear roadmap for how to implement AI solutions and which use cases to choose.
The insurer sought to increase operational efficiency and enhance the employee and customer experience by adopting generative and agentic AI at scale.
the insurer knew it needed to set out a clear direction for how to implement AI solutions and choose the most effective use cases for the technology.
Solution
Capgemini partnered with multiple business entities across the insurer to create a strategic roadmap for adopting generative AI across its business units, beginning with an assessment of existing processes and systems. Solutions co-developed include a generative AI solution that transcribes and summarizes multilingual meetings, a RAG-architecture chatbot to analyze and generate ESG reports, and a RAG-based chatbot for travel insurance that references the company's travel terms and conditions documents to answer general customer queries such as coverage checks.
Capgemini partnered with multiple business entities across the organization to create a strategic roadmap that outlined how it could adopt generative AI across its business units.
This generative AI solution automated transcription and coding
Implementation approach
The project began with a comprehensive assessment of existing processes and systems and a strategic roadmap across business units. The first use case was multilingual meeting transcription and summarization with one business unit, followed by an ESG report chatbot and a travel insurance chatbot co-developed with business adoption playbooks.
This began with a comprehensive assessment of existing processes and systems, helping identify where generative AI could create the most impact.
The first use case involved the project team working with a business unit to transcribe and summarize multilingual meetings.
Onboarding approach
Capgemini co-developed the travel insurance chatbot with business adoption playbooks and worked with the insurer to expand its internal knowledge of generative AI so the organization can sustainably expand and scale future developments.
Capgemini co-developed a RAG-based chatbot to support travel insurance with business adoption playbooks.
Capgemini also worked with the insurer to expand its internal knowledge of Gen AI
Business value
The source reports that one implementation made it possible to achieve a 12-time reduction in the manual work associated with generating meeting summaries, which also accelerated that entity's time to market, and that the travel insurance chatbot achieved 91% accuracy with live agent validations. The ESG report chatbot helped produce insights more quickly and reduced the amount of manual work by analysts.
This boost to efficiency has also accelerated that entity’s time to market.
…ness value of RAG use cases using quantitative and qualitative assessments that reduced the amount of manual work by analysts. In another case, Capgemini co-developed a RAG-based chatbot to support travel i…
AI capabilities
Generative AI, Conversational AI
Capgemini created an intelligence chatbot based Retrieval-Augmented Generation (RAG) architecture
Headline outcome
achieved 91% accuracy with live agent validations.
Use case type
Conversational assistant
answer general customer queries, such as coverage checks
Capture details
- Captured
- 09 Oct 2026, 06:02 UTC
- Extractor
- unpdf@1
- Snapshot hash
- 6291e869c2b792208e92b69312b1338f5435bb3bcfe23e3073e0c20b9a1488bf