We optimized customer service by implementing an advanced AI system based on the Polish language model PLLuM. The system automates access to thousands of documents, including General Insurance Conditions (GIC/OWU), tariffs, and regulations. INSURANCE | DATA & AI Meeting the massive demand for immediate access to substantive knowledge became a priority for our insurance industry client. The enormous volume and dynamic pace of changes in product documentation required the creation of an advanced AI ecosystem. This system provides precise, real-time answers based on thousands of regulations and tariffs. By perfectly matching our competencies to these specific needs, we joined the ranks of trusted technology providers supporting key customer service processes. About Client
Scale and Challenges of a Market Leader
Our client is one of the largest insurance companies in Poland, managing millions of policies across property, motor, and life insurance.
Complex Portfolio: Hundreds of product variants and dynamic changes in tariffs.
Trust: A solution designed to handle massive query traffic and implemented as a key support tool for a distributed network of agents and consultants nationwide.
Challenges
How to reduce AHT and costs in the Contact Center?
Before implementation, the company faced typical large-organization problems where lack of quick access to knowledge generated high operational costs:
Document Barrier
Low searchability in a massive database of documents (GIC/OWU, procedures).
Bottleneck (AHT)
Long search times for answers by consultants.
Inconsistency
Varying answers across call center, email, and chatbot channels.
Training Costs
Long onboarding process for new agents. Solutions
Contact Center AI Optimization
We implemented an intelligent assistant panel that supports agents in real-time during customer service:
AI Suggestions Panel The system suggests ready-made answers directly within the agent’s interface. Automated Summaries Generating summaries of complex legal provisions into “customer benefit” language. Omnichannel A single “Source of Truth” integrated with CRM and Call Center systems. Solution Architecture
How the RAG + LLM system works?
The query processing flow is based on the highest data security standards:
Why RITS?
RITS vs. Traditional AI Chatbots
Choosing RITS’s proprietary solution guarantees security and effectiveness that generic tools cannot provide:
Feature RITS Solution Generic AI Tools Polish Language Precision Highest (PLLuM Model) Medium (Translations) Hallucination Control 100% (Strict RAG) Risk of errors Security On-premise / Private Cloud Public Cloud CRM Integration Full, custom Limited Project Timeline
Implementation Roadmap
We effectively reduce concerns about technological change through a proven methodology:
Week 2 Audit & Discovery Process analysis and identification of “low-hanging fruits.” Week 6 Data Integration Preparation of the knowledge base and RAG infrastructure. Week 8 Model Tuning & Pilot AI calibration and testing with a selected group of agents. > Week 8 Scale & Stabilization Deployment across the entire organization and KPI optimization. Reference
For UNIQA, the implementation of the Intelligent Knowledge Assistant
is a strategic step toward modern customer service. Through our partnership with RITS, the organization has gained a tool that supports employees in real-time with precise and verified knowledge. This is not just a technological innovation, but above all, a tangible improvement in insurance standards, where the accuracy of information builds customer trust.” – UNIQA Representative