Customer Service Automation · Enterprise Knowledge Search
SBI Life Insurance, an SBI Insurance Group company, provides consumers with products such as an affordable mortality insurance plan, which allows customers to revise the sum insured based on their stage of life; a disability insurance plan that features multiple coverable risks; and a medical insurance plan that covers from inpatient treatment to home care.
Reported impact
SBI Life Insurance conducted trials with a small group of operators in July 2023. As of 2024, almost all operators use the new document search solution. In the past, the operators had to search across various types of documents to respond to customer inquiries, but the new search system now empowers them to answer quickly.
SBI Life Insurance is responsible for the life insurance services of the SBI Insurance Group . The company creates and delivers insurance products that match modern needs. Using generative artificial intelligence (AI) capabilities from Amazon Web Services (AWS), the company built a document search solution to retrieve procedural documents on their insurance products and policies, launching the solution at its call centers. The solution also features a selfbot for quicker customer support and faster operator training. To help solve these challenges, the Information Systems Department started building a solution that let call center workers easily search for documentation on insurance products and policies.
Amazon Kendra uses natural language processing technology to read unstructured data in PDF files as a source.
"However, adding these functions to Amazon OpenSearch Service would have increased development workloads and impacted the project timeline." In February 2023, Amazon Kendra, an intelligent enterprise search service, became generally...
Amazon Kendra provides the flexibility to search for information in structured and unstructured content that is scattered across multiple locations, easily bringing convenient semantic searches to users who don't have specialized machine...
Initially, the team considered using Amazon OpenSearch Service , a full-text search and analysis engine.
The Information Systems Department decided to build a document search system using Amazon Kendra at its core.
Using generative artificial intelligence (AI) capabilities from Amazon Web Services (AWS), the company built a document search solution to retrieve procedural documents on their insurance products and policies, launching the solution at...
We therefore decided to migrate our applications to a new technology platform using AWS." SBI Life Insurance needed to enhance customer service at its call centers and shorten the training period for operators.
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Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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