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Insurance · GenAI
GenAI-powered chatbots for claims
An insurer tested GenAI chatbots to transform the claims customer experience, validating accuracy, tone and guardrails on synthetic interactions.
GenAI
claims experience
The challenge
Claims journeys are stressful and high-stakes. GenAI chatbots promise a better experience but bring accuracy, compliance and reputational risk that must be proven first.
How it ran on NayaOne
1
Synthetic conversations
Realistic claims dialogues used to evaluate responses without real customer contact.
2
Guardrail testing
Accuracy, tone, escalation and compliance behaviour measured across scenarios.
3
Safe iteration
Prompts and models refined in an isolated environment before any customer exposure.
Outcomes
Validated
accuracy and guardrails
Improved
customer experience design
Pre-production
evidence for sign-off