A century-old NZ insurer faced challenges from weather events, causing delays and dissatisfaction (AHT of 15 mins for emails, NPS of -15 for emails). To improve, they sought AI for faster, more efficient customer service. Deloitte's AI solution enhanced email response times by over 25.6%, improved scalability during surges, and increased customer satisfaction (NPS from -15 to +15). The AI used AWS services for information retrieval and response drafting, significantly reducing manual research time and boosting consultant efficiency and job satisfaction.

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