Case Study: Implementing AI Knowledge Assistant for UNIQA

We optimized customer service by implementing an advanced AI system based on the Polish language model PLLuM. The system automates access to thousands of documents, including General Insurance Conditions (GIC/OWU), tariffs, and regulations.

INSURANCE | DATA & AI

Meeting the massive demand for immediate access to substantive knowledge became a priority for our insurance industry client. The enormous volume and dynamic pace of changes in product documentation required the creation of an advanced AI ecosystem. This system provides precise, real-time answers based on thousands of regulations and tariffs. By perfectly matching our competencies to these specific needs, we joined the ranks of trusted technology providers supporting key customer service processes.

About Client

Scale and Challenges of a Market Leader

Our client is one of the largest insurance companies in Poland, managing millions of policies across property, motor, and life insurance.

Complex Portfolio: Hundreds of product variants and dynamic changes in tariffs.

Trust: A solution designed to handle massive query traffic and implemented as a key support tool for a distributed network of agents and consultants nationwide.

Challenges

How to reduce AHT and costs in the Contact Center?

Before implementation, the company faced typical large-organization problems where lack of quick access to knowledge generated high operational costs:

Document Barrier

Low searchability in a massive database of documents (GIC/OWU, procedures).

Bottleneck (AHT)

Long search times for answers by consultants.

Inconsistency

Varying answers across call center, email, and chatbot channels.

Training Costs

Long onboarding process for new agents.

Solutions

Contact Center AI Optimization

We implemented an intelligent assistant panel that supports agents in real-time during customer service:

AI Suggestions Panel

The system suggests ready-made answers directly within the agent's interface.

Automated Summaries

Generating summaries of complex legal provisions into "customer benefit" language.

Omnichannel

A single "Source of Truth" integrated with CRM and Call Center systems.

Solution Architecture

How the RAG + LLM system works?

The query processing flow is based on the highest data security standards:

Why RITS?

RITS vs. Traditional AI Chatbots

Choosing RITS’s proprietary solution guarantees security and effectiveness that generic tools cannot provide:

Feature

RITS Solution

Generic AI Tools

Polish Language Precision

Highest (PLLuM Model)

Medium (Translations)

Hallucination Control

100% (Strict RAG)

Risk of errors

Security

On-premise / Private Cloud

Public Cloud

CRM Integration

Full, custom

Limited

Project Timeline

Implementation Roadmap

We effectively reduce concerns about technological change through a proven methodology:

Week 2

Audit & Discovery

Process analysis and identification of "low-hanging fruits."

Week 6

Data Integration

Preparation of the knowledge base and RAG infrastructure.

Week 8

Model Tuning & Pilot

AI calibration and testing with a selected group of agents.

> Week 8

Scale & Stabilization

Deployment across the entire organization and KPI optimization.

Reference

For UNIQA, the implementation of the Intelligent Knowledge Assistant

is a strategic step toward modern customer service. Through our partnership with RITS, the organization has gained a tool that supports employees in real-time with precise and verified knowledge. This is not just a technological innovation, but above all, a tangible improvement in insurance standards, where the accuracy of information builds customer trust." – UNIQA Representative

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