Allianz Direct helps contact center teams improve customer satisfaction with GenAI on Databricks
Munich-based online insurer Allianz Direct built a RAG-based agent-assist tool on the Databricks Data + AI Platform using Agent Bricks Custom Agents to give contact center agents faster answers on policy terms and conditions, achieving a 10-15% uplift in answer accuracy over their prior GenAI solution.
Overview
Munich-based online insurer Allianz Direct built a RAG-based agent-assist tool on the Databricks Data + AI Platform using Agent Bricks Custom Agents to give contact center agents faster answers on policy terms and conditions, achieving a 10-15% uplift in answer accuracy over their prior GenAI solution.
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Inspect the highlighted sourceThe challenge
Allianz Direct's contact center agents spent time on mundane back-office tasks, such as searching multiple systems to answer common customer questions about policy terms and conditions, limiting the time they could spend building personal customer relationships.
The solution
Allianz Direct built a RAG-based agent-assist tool using Databricks Agent Bricks Custom Agents, incorporating all of Allianz Direct's product terms and conditions to intelligently deliver the right information to contact center agents at the right time, developed via a Databricks Notebook and governed through Unity Catalog.
Reported business value
Compared with the previous application, the Databricks Agent Bricks Custom Agents-powered use case demonstrated a 10 to 15% uplift in accuracy, building agents' trust in the tool and leading them to use it more often and suggest additional use cases.
Sources
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