Upgrade insurance contact centers with EDB Postgres AI and Griptape, reducing wait times and automating routine tasks while empowering agents to focus on high-value interactions.
This blog was co-authored by Kirk Crenshaw, Dave Stone, and Jack Christie.
Operating a contact center in the increasingly complicated insurance industry is more challenging than ever. Agents have to keep up with sprawling company policies and product offerings while they’re stretched thin between high volumes of extremely simple requests alongside complicated inquiries that require layers of interpretation and investigation. These problems aren’t new — but businesses feel them more keenly in an age where customers expect to find solutions at their fingertips.
- Long Wait Times: Overburdened agents struggle to keep up with customer inquiries, leading to delays and reduced customer satisfaction.
- Call Routing: Inefficient routing results in misdirected calls or messages, further delays, and poor customer experience.
- Quality of Service (QoS): Agent effectiveness varies greatly depending on knowledgeability, training, tenure, and access to experts — driving inconsistencies in time to resolution and customer satisfaction.
- Repetitive Requests: Agents spend valuable time addressing routine questions, reducing their focus on complex issues and contributing to further delays and poor QoS.
There’s massive potential for generative AI (GenAI) to solve these issues, and insurance companies are eagerly pursuing it. Many start by integrating off-the-shelf AI products for faster time to market. However, this approach often means stringing together disparate tools — many of which introduce risk due to their lack of enterprise hardening — and requires manual customization and long development cycles.
But an enterprise-grade, scalable solution is within reach: Postgres, the most well-loved database management system in the world. In fact, 35% of enterprises are now considering Postgres for their next data platform, especially when it comes to AI applications.
Let’s unpack why EDB Postgres AI is the best way for you to leverage Postgres for AI transformation in contact centers.
Unlocking GenAI opportunities with EDB Postgres AI
With EDB Postgres AI, insurance companies can rapidly build AI applications using pre-trained large language models (LLMs). Enterprise-grade, secure Postgres serves as a scalable home for all data, and its extensibility facilitates simple assembly of AI data from a vast array of data models. In addition to vector storage and search capabilities powered by the open source pgvector extension, EDB also offers Pipelines: workflows that retrieve data from Postgres or object storage, automatically create embeddings using the model of your choosing, and then store and index them for search retrieval. They even automate embedding refresh when source data changes, preventing data staleness that causes errors and degrades customer experience. With these powerful AI data management capabilities, it’s much simpler to build AI applications to equip your internal teams:
- Chatbots: Relieve overburdened contact center teams with natural language chatbots that can resolve the most common customer issues and improve the accuracy of routing to human agents.
- Copilots and Virtual Assistants: Improve quality of service with AI copilots that fill knowledge gaps for human agents. This can speed time to resolution and also ease burden on managers and subject matter experts by reducing the number of consultations required.
- Voice-to-Text: Efficiently convert customer calls into text for easier analysis, knowledge base updates, or predictive issue resolution.
- Sentiment Analysis: Analyze customer sentiment from cues like tone of voice and speech cadence. Provide insights to agents in real time to improve issue navigation and resolution.
- Intelligent Translation: Perform automatic, nuanced multilingual translation for higher accuracy than non-AI translation tools.
End-to-end AI with EDB Postgres AI and Griptape
Griptape is leveraging EDB Postgres AI to power robust AI applications for customers in regulated industries like insurance. By using EDB Postgres AI's advanced data management capabilities and pgvector support, Griptape enables organizations to build and deploy enterprise-grade AI solutions with enhanced efficiency and security. This approach allows for effective integration of GenAI functionalities while adhering to strict data handling regulations. Kyle Roche, Founder & CEO of Griptape, highlights the benefits:
"Running Griptape with EDB Postgres AI allows us to scale efficiently while maintaining the security and compliance needed for handling sensitive data. Its flexibility and support for tools like pgvector enable seamless AI integration, helping us deliver powerful, enterprise-grade AI solutions without compromising performance."
By choosing EDB Postgres AI as their database solution, Griptape provides businesses with a secure, scalable, and flexible foundation for their AI initiatives. This enables more organizations to effectively implement AI while meeting their industry-specific requirements, particularly in sectors where data security and compliance are paramount.
Recently, we met with an insurance company that shared their experience with an off-the-shelf AI product they used to build an AI app for their contact center teams. While they've seen impressive results — allowing employees to focus on more complex cases — the solution's cost of $2 per four chatbot queries proved unsustainable. Now, they’re rebuilding the application to create an enterprise-hardened solution at a fraction of the cost. EDB Postgres AI and Griptape make it possible to take a future-proof approach from the very beginning — meaning organizations can avoid costly rebuilds and the adoption hurdles that come with such course corrections. With a solid GenAI foundation built on your existing Postgres data, you get scalable, secure AI and the flexibility to seamlessly swap models, experiment with new business ideas, and adapt to shifting demands.
How exactly do EDB Postgres AI and Griptape work together?
EDB Postgres AI and Griptape form a powerful, end-to-end solution that simplifies the notoriously complicated AI technology stack. Griptape’s open-source framework enables customers to build and orchestrate AI workflows and LLM applications that integrate directly with robust vector storage and automated AI data pipelines from EDB Postgres AI. Users can select their preferred AI model provider — from Hugging Face, OpenAI, Meta, and more — and deploy scalable AI applications flexibly: as microservices through Griptape Cloud or across major cloud platforms like AWS, GCP, and Azure. The solution ensures high performance and security for large-scale workloads with seamless observability and monitoring, enabling enterprises to leverage AI at scale with ease.
A brighter future for insurance contact centers with GenAI
Insurance enterprises can solve the modern challenges of contact centers with GenAI — today. And these solutions go far beyond questionably useful chatbots, instead using secure, high-quality data in Postgres to deliver better outcomes. In fact, companies like Klarna have seen significant improvements after deploying GenAI in their frontline systems: two-thirds of their customer service chats are now handled by AI — with customer satisfaction scores on par with humans — and they’re driving an estimated $40M in new profits.
You can quickly unlock these benefits for your business with EDB Postgres AI and Griptape. Boost operational efficiency by automating repetitive tasks and equipping call center agents with AI assistants to handle complicated issues. Drive greater customer lifetime value by providing fast issue resolution and accurate routing to human support. Future-proof your business with a solution that ensures AI capabilities scale as your business grows — and do it all without compromising on security, privacy, or compliance.
Ready to transform your contact center with customized GenAI applications? Contact us to get started.
Interested to learn more about Griptape’s development framework and Griptape Cloud? Visit the Griptape website.