What AI can do · Industry example
How Acorn Insurance uses AI in customer support and claims
Acorn now handles more than 60,000 customer chats a month, four times its previous volume, with AI managing routine servicing and claims work.
Reported results
4×
as many customer chats handled each month
From around 15,000 to more than 60,000 automated chats.
>96%
of chats resolved by AI without a human handoff
After CRM authentication; external redirects fell 61%.
+23.7 pts
CSAT increase after customer authentication
10,000+
images and videos collected through WhatsApp each month
Figures reported in the published case study.
A virtual assistant for live chat
Its AI agent handles around 90% of all conversations. After CRM authentication, more than 96% of chats were contained without a human handoff, and external redirects fell 61%.
From chat to claims workflow
When a customer reports a claim, Acorn sends an automated WhatsApp message to collect photos or video. The files are attached to the right case automatically, removing a manual step for claims staff.
The workflow now collects more than 10,000 images and videos each month. Claims staff can spend less time sorting files and more time progressing the customer’s case.
A clear role for people
CRM authentication lets the AI answer questions using each customer’s actual policy and payment details, instead of generic information. Since authentication launched, CSAT rose from 31.4% to 55.1%, a 23.7 percentage-point increase.
The AI takes on routine servicing and administrative work. People remain available for complex questions and the empathy claims situations require.