Empowering Productivity with Generative AI: Transforming Customer Support and Agile Delivery Operations

A leading U.S.-based insurance and financial services provider partnered with Systech to explore the transformative potential of Generative AI. With a vision to deliver exceptional customer and internal service experiences, the client implemented two targeted solutions: one to assist customer service representatives (CSRs) with real-time AI-powered chatbot, and another to automate the generation of user stories for Agile sprint planning. 

Business Needs 

As part of its digital innovation roadmap, the organization identified two high-impact operational challenges where Generative AI could drive immediate value: 

• Delay in customer response time
  CSRs were manually searching through extensive policy documents, which slowed down service and reduced overall productivity. 

• Inconsistent and delayed Agile planning
  Agile teams had to manually convert meeting notes into user stories, leading to delays, inconsistencies and reduced sprint efficiency. 

Systech Delivery 

Systech worked closely with the client to design and implement secure, business-ready Gen AI solutions powered by Large Language Models (LLMs). Using platforms like AWS Bedrock and LangChain, Systech ensured seamless integration and alignment with the client’s operational needs and security standards.  These weren’t just pilot experiments—they were production-grade deployments that redefined how teams deliver service and plan work, with measurable business impact from day one. 

 Challenges   

Handling Complex and Unstructured Data 

Processing huge volumes of policy documents posed challenges. Early document chunking led to information gaps, which were resolved by tuning chunk sizes for better accuracy. 

 Driving User Adoption 

The solutions were built for business users with minimal technical expertise. To ensure adoption, Systech prioritized intuitive interfaces and seamless integration with the client’s existing tools and workflows. 

 Solution 

Enhancing Customer Service with a Generative AI Assistant  

What was once a manual, time-consuming process is now an AI-accelerated service model, empowering CSRs to resolve complex queries in real time. 

• Smart Document Search: Policy documents were chunked and vectorized using Amazon Titan embeddings and AWS OpenSearch for instant and accurate retrieval. 

• Model Deployment: Claude Sonnet 3.5 was deployed via AWS Bedrock to deliver policy-specific responses. 

• Security and Compliance: Data security and compliance were critical factors in the deployment strategy. The system is built under the AWS frame, and the AWS security policies are followed. 

Automating Agile Story Creation with Generative AI  

Agile delivery was reinvented—what took hours of manual effort is now achieved in minutes, with AI standardizing and accelerating every step. 

To streamline Agile planning and reduce manual effort, Systech built a secure AI-powered tool that automatically converts meeting transcripts into structured user stories. 

• LLM-Driven Story Generation: Integrated Claude Sonnet 3.5 and GPT-4o models via LangChain to generate consistent user stories from meeting notes. 

• Effortless workflow integration: Enabled quick uploads through a drag-and-drop interface with automated CSV outputs for Azure DevOps. 

• Fast, Secure Delivery: Built using a lightweight DevSecOps model to ensure rapid performance and data security. 

Business Impact 

For Customer Service 

• 40% faster CSR responses – Instant AI-driven answers cut handling time dramatically. 

• 25% boost in productivity – More queries resolved per hour with less effort. 

•  Happier employees – Easier tools reduced stress and improved adoption. 

 For Agile User Story Generation 

• 40% faster story creation – Automated workflows cut down manual effort in Agile planning. 

• 30% reduction in rework – Standardized story formats improved clarity and quality. 

• Story generation in minutes – Reduced cycle time from hours to minutes with Generative AI. 

Future Growth & Innovation 

With foundational success already in place, the organization is now pivoting to scale AI adoption across more high-impact business workflows, moving from proof-of-value to enterprise-wide transformation. 

• Real-Time Feedback Mechanisms
  Introducing feedback loops helping continuously train and refine CSR model performance. 

• CRM System Integration
  Exploring direct integration with CRM platforms to provide customer-specific answers. 

• Integration with Real-Time Meeting Tools
  Expanding the solution to work live with platforms like Microsoft Teams and Zoom, capturing meeting discussions in real time for instant story creation. 

This project didn’t just solve tactical issues—it paved the way for enterprise AI transformation at scale.  By leveraging Generative AI by enhancing customer support and streamlining Agile planning, the client achieved measurable improvements in productivity, efficiency and employee satisfaction, while also establishing a scalable foundation for future AI-driven transformation across the organization. 

Looking to unlock the power of Generative AI? Systech is ready to help transform operations to enhance customer service and to drive innovation with scalable solutions. 

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