The challenge
An insurer sought generative AI to improve claims operations by summarising customer call transcripts and extracting structured business signals for downstream workflows. Discovery was required to identify value, pain points, latency expectations and extraction requirements before build.
What we did
Led early solution discovery and architecture scoping for a Voice of Customer platform: business requirements workshops, use-case analysis, reference architecture, transcript summarisation approach, information extraction strategy, and downstream integration planning, before transition to another delivery team.
The outcome
Produced the business requirements, solution direction and reference architecture needed to support AI-powered claims transcript summarisation and structured information extraction.
Contributed to early solution scoping for a generative AI Voice of Customer platform, covering claims transcript summarisation and information extraction.
Discovery framed a governed generative AI path from transcript ingest, to summarisation, to structured extraction, to claims workflow handoff, with latency and evaluation expectations captured before implementation.