New Way Now: Definity’s future-proof insurance for AI success, built with Google Cloud
21Featured in this video: Tatjana Lalkovic, Chief Technology Officer at Definity
Executive summary: Definity, a leading Canadian P&C insurance company, partnered with Google Cloud to lay the groundwork for AI innovation across its business, migrating all of its critical insurance data into BigQuery in just 10 months — approximately 50% faster than the industry average. This AI-ready data foundation allows Definity to tap into Google Cloud’s advanced AI and ML technologies, including generative AI, to improve customer experience and drive new growth. With help from Google Cloud partner, Deloitte, Definity leveraged Google’s AI capabilities to summarize calls, automate caller authentication, analyze customer sentiment, and provide real-time recommendations to contact center team members — reducing call handle times by 20% and boosting productivity by 15%.
Challenge: In a rapidly evolving Canadian P&C insurance industry, Definity needs to ensure their processes and systems are efficient, flexible, and scalable to fuel long-term growth.
Solution: As part of its strategic partnership with Google Cloud, Definity leveraged BigQuery to build a more scalable, dynamic data platform, migrating all of its critical insurance data in just 10 months — 50% faster than the industry average. BigQuery’s rapid data processing not only increased agility and service speed but also provided an AI-ready foundation to drive new innovation across the business. By tapping into Google Cloud’s vast ecosystem, Definity has become a leader in using gen AI to fuel growth, enhance customer interactions, and improve efficiency. In collaboration with Google Cloud partner Deloitte, Definity used Google’s AI capabilities to improve its contact center operations, leveraging Google Dialogflow CX to provide self-service authentication through a virtual agent integrated with the backend systems. Google’s Vertex AI and Gemini are used to summarize calls, analyze customer sentiment, and provide assistance to help team members resolve issues faster for brokers and customers. In addition, Definity used Doc AI to automate the intake & triage of broker requests, accelerating its service.
Results: With Google Cloud, Definity has secured its future in the AI era. Adopting gen AI in its call center operations has already led to a 20% improvement in call handle time, a 15% productivity increase, and automated authentication for 75% of customers.
Key takeaways and highlights from our interview with Tatjana Lalkovic, Chief Technology Officer at Definity:
→ “We stood up our data platform in Google Cloud and ingested all critical insurance data in 10 months, which is about half of the time that people see in the industry. The technology that BigQuery provides, processing large amount[s] of data very quickly, is giving our practitioners [and] engineers tools that are advanced and a platform that has AI and ML built in. We have doubled the number of users [in a very short period of time].”
→ “We have seen 20% improvement in call handle time in our call centers, as well as 15% productivity improvement. We have also leveraged Google Cloud AI to provide automated authentication. Now, 75% of our customers are authenticated without human help. Finally, our solution is providing recommendation[s] to the agent as to how to respond. It’s happening in real time.”
Google Cloud products used: BigQuery, Vertex AI, Gemini, Document AI
Learn more:
→ Definity: Modernizing call center experiences with AI: https://goo.gle/4kVjRgl
→ Definity taps Google Cloud to power insurance innovation: https://goo.gle/4kSkEyv