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Financial Services • GenAI

Fortune 500 Financial Services Company Deploys GenAI Customer Service in 6 Weeks

How AI-native consulting delivered 80% faster claims processing and $3M in annual savings—at half the cost of traditional implementations.

Industry
Financial Services
Timeline
6 weeks
Team Size
5 specialists + AI
Technology
Vertex AI, Gemini

Results at a Glance

80%
Faster Claims Processing
$3M
Annual Cost Savings
60%
CSAT Improvement
6 Weeks
From Concept to Production

The Challenge

A Fortune 500 insurance company was struggling with their claims processing department. They received over 50,000 claim submissions monthly, each requiring manual document review, verification, and processing. The process was:

  • ✗Slow: Average 7-10 days to process a single claim
  • ✗Expensive: 150 full-time staff members @ $65K average salary = $9.75M annual cost
  • ✗Error-prone: 8-12% error rate due to manual data entry and fatigue
  • ✗Poor customer experience: Long wait times resulted in declining satisfaction scores

The company had already evaluated traditional consulting firms who proposed solutions ranging from $1.2M to $2.5M with 12-18 month timelines. They were skeptical of GenAI but intrigued by our AI-native approach and competitive pricing.

Client Quote: "We needed a solution fast. Other consultancies proposed massive transformations taking over a year. Avaantage GCP promised production-ready GenAI in 6 weeks—we were skeptical but willing to try."

— VP of Digital Transformation

Our AI-Native Approach

Unlike traditional consultancies that would deploy large teams for manual analysis, we leveraged our proprietary AI tools to accelerate every phase.

1-2

Discovery & Analysis (2 weeks)

AI-Powered Document Analysis: Used Vertex AI Document AI to analyze 10,000+ historical claim documents, identifying patterns and common fields
Process Mining with AI: Deployed ML models to analyze workflow logs and identify bottlenecks (traditionally takes 4-6 weeks manually)
Use Case Validation: AI simulations predicted 75-85% automation potential for standard claims

Time Saved: Traditional discovery would take 4-6 weeks with 6 consultants. We completed it in 2 weeks with 3 specialists + AI tools.

3-4

Platform Setup & Model Training (2 weeks)

Vertex AI Infrastructure: Automated setup of Vertex AI platform using our pre-built Terraform templates
Gemini Integration: Fine-tuned Gemini Pro for domain-specific insurance terminology and claim types
Document Understanding: Trained custom Document AI models on client's historical claim forms (95.2% accuracy achieved)
RAG Implementation: Built retrieval-augmented generation system using policy documents and historical decisions

Cost Saved: Our AI-generated IaC and automated testing saved ~$120K vs manual infrastructure setup.

5-6

Testing, Deployment & Training (2 weeks)

Pilot Testing: Deployed to 5 claims processors handling 500 real claims
Human-in-the-Loop: Implemented review workflow for edge cases and quality assurance
Training Program: AI-generated training materials customized for each user role
Production Rollout: Phased deployment to all 150 staff over 1 week

Result: Production-ready system in 6 weeks vs 12-18 months with traditional approach.

Solution Architecture

Technology Stack

Google Cloud Services

  • Vertex AI (ML Platform)
  • Gemini Pro (LLM)
  • Document AI (OCR/Extraction)
  • Cloud Run (Hosting)
  • Firestore (Database)
  • Pub/Sub (Event Streaming)

Capabilities Delivered

  • Automated document classification
  • Intelligent data extraction (95%+ accuracy)
  • Policy compliance checking
  • Fraud detection scoring
  • Automated claim decisioning
  • Human-in-the-loop review workflow

Business Impact

Operational Improvements

  • 80% Faster Processing
    Claims now processed in 1-2 days vs 7-10 days
  • 45% Staff Reduction
    Redeployed 70 FTEs to higher-value work
  • 97.5% Accuracy
    Up from 88-92% with manual processing

Financial Results

  • $3M Annual Savings
    Labor costs reduced by 45%
  • $600K Implementation Cost
    50% less than traditional approach ($1.2M)
  • 2.4 Month ROI
    Payback achieved in under 3 months

Customer Experience

60%
CSAT Score Increase
4.8/5
Customer Satisfaction
92%
First-Contact Resolution
"

"Avaantage GCP delivered what others said was impossible. They took our skepticism about GenAI and turned it into our competitive advantage. The AI-native approach meant we got enterprise-grade quality at half the cost and in a fraction of the time. Our CFO is thrilled with the ROI, and our customers are happier than ever."

Sarah Chen
VP of Digital Transformation
Fortune 500 Insurance Company

Key Success Factors

Why AI-Native Worked

  • ✓ Automated discovery cut weeks off project timeline
  • ✓ AI-generated code reduced development time by 60%
  • ✓ Small, expert team augmented by AI tools
  • ✓ Proprietary accelerators from previous projects
  • ✓ Continuous AI optimization post-launch

Client's Role in Success

  • ✓ Executive sponsorship from day one
  • ✓ Willingness to pilot with small team first
  • ✓ Quick decision-making (AI moves fast)
  • ✓ Trust in AI-native methodology
  • ✓ Investment in staff training

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