AI Services • Posted 1 month ago
Claim questions arrive at all hours and are 80 percent the same six questions. The other 20 percent are people having a bad week and must reach a human immediately. We want an assistant grounded in our own claim procedures that answers the routine ones and, crucially, recognises distress or complexity and hands over with the full context rather than making the customer repeat themselves. It must never state a coverage decision. That is a licensed judgement and it belongs to our team.
