Revolutionizing Customer Support with AI-Driven Custom Knowledge Engines
Empowering CSRs with real-time, state-specific insights through secure, scalable AI solutions, reducing escalations and enhancing customer satisfaction.
A leading health insurance marketplace sought to enhance its customer service operations during high-demand enrollment periods. Partnering with DKubeX, they implemented a secure, AI-powered Knowledge Engine to streamline customer support workflows, improve efficiency, and ensure compliance with stringent data protection policies.
Managing over a million monthly customer inquiries, customer service representatives (CSRs) faced challenges in resolving state-specific policy questions efficiently. Escalation rates were high, leading to increased dependency on expensive supervisors. The organization required a scalable, secure solution to enhance CSR productivity while maintaining strict data security within a Private AI framework.
Advanced Retrieval Augmented Generation (RAG): Combining state-specific private data and public policy documents for accurate, contextual responses.
Fine-Tuned LLMs: Leveraging and fine-tuning the Mistral model to understand insurance industry terminology, state policies, and complex user queries, ensuring contextually accurate outputs.
Private AI Deployment: Implemented entirely within the client’s VPC, ensuring data never left the secure environment, maintaining compliance and safeguarding sensitive information.
Role-Based Access Controls: Restricted knowledge access to state-specific information for CSRs, ensuring data integrity and platform-level security during data ingestion and fine-tuning.
Guardrails for Accuracy: Prevented hallucinations and enforced clarity by prompting the model to acknowledge uncertainty when it could not confidently answer a query.
The DKubeX Knowledge Engine demonstrates how AI can revolutionize customer support in complex, regulated industries. By combining advanced AI techniques with robust security and compliance measures, the solution enabled scalable, efficient, and accurate customer service operations.
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