Unipol Group Leverages Generative AI to Enhance Insurance Assistance Efficiency

The Unipol Group, a leading insurance company in Italy, has collaborated with Reply to integrate Generative AI technology into its assistance processes to boost operational efficiency and customer service quality. Managing a high volume of daily requests through over 2,000 agencies, Unipol is adopting a structured, secure, and scalable AI platform to optimize agent workflows and improve client interactions. The solution features a unified platform centralizing data, AI models, and governance, ensuring compliance and control aligned with regulatory standards such as the AI Act. This platform operates with AI Agents that assist agents via conversational AI for quick access to business knowledge and operational AI for customer care tasks, thereby reducing ticket resolution times and easing back-office workloads. Cluster Reply developed the Foundation Layer—Unipol GenAI Stack—comprising a three-tier architecture with AI Data Layer, Core AI Layer, and AI Service Layer, integrating tools such as Azure AI Search and Vector DB to support semantic indexing, knowledge base access, and automation. The virtual assistant, based on Generative AI, leverages RAG vector indexing combined with specialized AI agents to provide reliable and precise responses in natural language, decreasing manual help desk queries. Sprint Reply contributed by developing AI-enabled agents that automate routine tasks through conversational interactions and integrate with core systems using technologies like Azure OpenAI, LangChain, and UiPath to ensure real-time data validation and compliance. Additionally, Sprint Reply introduced AI Guardrail, a compliance and governance framework integrating real-time monitoring, human oversight, and traceability to maintain ethical AI use and regulatory adherence. The integrated AI approach has resulted in accelerated application deployment, modular scalability, reduced ticket volumes, faster response times, improved operational efficiency, and robust compliance mechanisms. Unipol Group’s diversified insurance portfolio and extensive market presence highlight the strategic importance of this AI adoption in enhancing service delivery and sustaining competitive advantage in a regulated environment. Cluster Reply and Sprint Reply’s technological expertise in AI, cloud, and process automation underpin the successful implementation and governance of Generative AI within Unipol’s operational ecosystem.