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Title
Allianz Direct helps contact center teams improve customer satisfaction with GenAI on Databricks
…irect CUSTOMER STORY Helping contact center teams improve customer satisfaction 15% improved answer accuracy with agent assist tool AI continues to transform the way financial services institutions mitigate risk…
Description
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.
…ions. These were common policy questions such as “Can my brother drive my car?” The team built a proof of concept for a RAG-based agent-assist tool. This application incorporated all of Allianz Direct products’ terms and conditi…
…e results of the proof of concept have been positive from several perspectives. Compared with the previous application, the Databricks Agent Bricks Custom Agents -powered use case demonstrated a 10 to 15% uplift in accuracy. But that wasn’t the big news. The results led to trust from the agents that thi…
Company
Allianz Direct
…owered by Databricks. Harnessing the power of GenAI to maximize business impact Allianz Direct is a Munich-based online insurance company that operates as a subsidiary of global insurance leader Allianz Group. On a mission to become “digitally unbeatable,” they are focused on using data t…
Country
Germany
…owered by Databricks. Harnessing the power of GenAI to maximize business impact Allianz Direct is a Munich-based online insurance company that operates as a subsidiary of global insurance leader Allianz Group. On a mission to become “digitally unbeatable,” they are focused on using data t…
Industry
Financial Services
…ess users to adopt its capabilities across the company. Share this post Details Industry : Financial Services , Technology and Software Use Case : Artificial Intelligence Cloud : AWS Product : Agent Bricks , Unity C…
Problem
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.
…don’t want shorter calls, we’re not trying to replace agents with automation — we’re getting rid of the mundane stuff agents don’t like doing so they can spend more time talking to customers.” Allianz Direct set up a two-pronged initiative: first, to identify use cases…
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.
…ions. These were common policy questions such as “Can my brother drive my car?” The team built a proof of concept for a RAG-based agent-assist tool. This application incorporated all of Allianz Direct products’ terms and conditi…
…e my car?” The team built a proof of concept for a RAG-based agent-assist tool. This application incorporated all of Allianz Direct products’ terms and conditions, intelligently delivering the right information to the agent at the right time. The proof of concept was tested with a subset of agents who were eager to apply…
…s able to execute the proof of concept much faster with Databricks. He stated, “We used a Databricks Notebook with the steps, and it’s very simple for our developers to make workflow changes.” Compared to the previous GenAI solution, Field Corbett noted that Databricks s…
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.
…e results of the proof of concept have been positive from several perspectives. Compared with the previous application, the Databricks Agent Bricks Custom Agents -powered use case demonstrated a 10 to 15% uplift in accuracy. But that wasn’t the big news. The results led to trust from the agents that thi…
AI capabilities
Generative AI, Retrieval-Augmented Generation
…ions. These were common policy questions such as “Can my brother drive my car?” The team built a proof of concept for a RAG-based agent-assist tool. This application incorporated all of Allianz Direct products’ terms and conditi…
Technology
Agent Bricks, Unity Catalog
…rvices , Technology and Software Use Case : Artificial Intelligence Cloud : AWS Product : Agent Bricks , Unity Catalog Ready to get started? Try Databricks for free Learn more about our product Talk…
Deployment model
cloud
…Financial Services , Technology and Software Use Case : Artificial Intelligence Cloud : AWS Product : Agent Bricks , Unity Catalog Ready to get started? Try Databricks for…
Deployment options
cloud
…Financial Services , Technology and Software Use Case : Artificial Intelligence Cloud : AWS Product : Agent Bricks , Unity Catalog Ready to get started? Try Databricks for…
Headline outcome
…irect CUSTOMER STORY Helping contact center teams improve customer satisfaction 15% improved answer accuracy with agent assist tool AI continues to transform the way financial services institutions mitigate risk…
Use case type
Knowledge search
…e my car?” The team built a proof of concept for a RAG-based agent-assist tool. This application incorporated all of Allianz Direct products’ terms and conditions, intelligently delivering the right information to the agent at the right time. The proof of concept was tested with a subset of agents who were eager to apply…
