Internal knowledge on policy conditions
Candidate design
Let staff retrieve the current general conditions and product information quickly, which matters when conditions change annually and new colleagues need to be reliable from week one.
What it needs from your systems
The conditions and product documents in a maintained source; a decision from your data-protection and risk owners on what may be processed where (a pilot can run on complex but non-confidential documents).
What stays with people
Which documents may be processed, and where, sits with your data-protection and risk owners.
Claim intake designed for the claimant
Candidate design
Guide the first notification of a claim in the order a person in a stressful situation can manage, collecting what is needed and acknowledging what happens next.
What it needs from your systems
An agreed intake structure per claim type and a destination in the claims system that handlers work in.
What stays with people
Coverage, liability and settlement decisions stay with claims handlers; the design structures the intake, it does not assess.
Drafts with disciplined review
Candidate design
Prepare replies to routine service requests for a person to check and send.
What it needs from your systems
A review design that is a real control: power-user trials, regression scenarios after knowledge or model changes, and spot checks on sent drafts.
What stays with people
Review is a control only if it is measured; a reviewer who copies and sends without checking is not a safeguard.
Channel learning
Candidate design
Show where customers leave a self-service or app path and explicitly ask for another channel, so you learn which concerns need a person without forcing them through an app.
What it needs from your systems
Instrumentation of the self-service path and the alternative channels, which is analytics work before it is AI work.
What stays with people
App-first does not mean app-only; the human channel stays open.
