Legal & General Insurance: Using AI to answer 4,000 customer queries a month

SmartHelp, the AI assistant we created for Legal & General Insurance*, is successfully answering 95% of their most essential customer enquiries ― every day and all night, even when their customer contact centres are closed.

Helping with everything from instant quotes, renewing a policy or checking its finer detail, cancelling a premium or making a claim, SmartHelp gets Legal & General Insurance customers talking and it’s great for their business too.

Legal & General Insurance can immediately see when there’s an increase in a particular type of question so they can give SmartHelp the answer. Or if there’s often a busier time of day or day of the week, they can better allocate their resources. And when there’s a shift in consumer behaviour that needs a fast response, they can help more people with insurance queries and in real-time too.

Legal & General Insurance, part of LV= General Insurance Group

Find out why 79% of SmartHelp users turn to the Legal & General AI assistant first for help with their insurance

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“SmartHelp assists customers by making useful information more readily available in ways that haven’t been possible before, and therefore reducing pressure on our service centres.”

Claire Hird

Operations Director

Legal & General Insurance logo

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