Incoming email
A new claim or a reply.
CUSTOMER CARE, REIMAGINED
Claims,
cleared.
Faster answers for customers.
Less manual work for customer care.
AGENTIC CLAIMS MANAGEMENT
AI Week · Frankfurt · 30 October 202601 / THE WORKFLOW
The claims agent. Moving every case forward.
Case ticket
Full history, attachments & status.
Claims agent
Full case → next action.
INSIDE THE CLAIMS AGENTAssess evidence → choose action → check approval requirements
Continue the conversation
Auto-send if checks pass.
Otherwise, human review.
Approval / rejection review
Approve or edit before sending.
Return for rework if needed.
Complex or unclear case
The complete ticket, evidence
and history stay together.
→ Specialist queue
✉
Send the authorised email + update the ticket
Await the customer’s reply, or resolve once all actions are complete.
DEMO
02 / UNDER THE HOOD
Make the next step inspectable.
Claims agent LLM
Reason → use tools → inspect → repeat ↺
TOOLS · CALLED AS NEEDED
Knowledge base · RAG search
Search by meaning, e.g. EU261/2004.
Knowledge base · file / grep
Search the same sources for exact terms.
Salesforce queries
Read tickets, history & related cases.
Then: deterministic policy gate
Action · amount · evidence · confidence
03 / TRUST BY DESIGN
Automate the next step.
Review the final decision.
CONDITIONAL AUTOMATION
Keep things moving.
- Missing-information requests
- Factual updates & acknowledgements
Evidence, validation & confidence must pass.
MANDATORY HUMAN REVIEW
People decide.
- Compensation approvals
- Final rejections & uncertain replies
Confidence never bypasses required approval.
Complex case → specialist.The complete case travels with it.
THE VALUE
Faster answers.
Better customer care.
Keep customers informed sooner. Resolve cases with less effort.
Customer satisfaction
Timely, clear feedback.
Fewer unnecessary exchanges.
Faster turnaround
Shorter time to useful feedback
and final resolution.
Lower handling costs
Less manual handling,
review effort and rework.