Published: Mar 26, 2025

harnessing genAI for enhanced customer engagement, operational excellence and risk intelligence

In today’s data-driven business landscape, the insurance industry faces the challenge of managing vast amounts of data while navigating stringent compliance requirements. To address this, NCS developed a Generative AI (GenAI) platform that integrates intelligent video analysis and advanced risk management capabilities. This solution streamlines workflows, enhances risk identification, and optimises decision-making, empowering insurers to operate with greater efficiently and agility. By deploying this Gen-AI powered solution globally, our client has successfully digitised operations, strengthened risk mitigation strategies, and transformed customer engagement. Additionally, the establishment of Risk Control & Data, and Risk Survey Centres further enhances real-time analytics, enables online audits, and facilitates continuous monitoring. 

Our client sought a comprehensive, real-time view of its risk landscape across product lines, processes, and business units. However, the lack of integrated data and real-time visibility led to fragmented risk evaluations, making it difficult to proactively identify threats. Instead of anticipating risks, the company was often left to reacting to incidents, increasing exposure and inefficiencies.

NCS deployed an AI-powered platform that seamlessly integrates intelligent video analysis, risk management, and smart monitoring tools to enhance risk assessment. Additionally, we supported the establishment of a Risk Control and Data Centre, enabling proactive risk detection through real-time analytics, precise alerts, and policy visualisation. To further strengthen risk governance, a Risk Survey Centre was set up to track risk management progress, conduct online audits, and ensure compliance through automated monitoring.

• NCS Intelligent Video Analysis (NIVA) - Captures unique data while safeguarding personal privacy, enabling data-driven decisions that optimise operational efficiency.
• Data Query Module Enhancement - Consolidates platform-generated data into a unified database, ensuring consistent and reliable assessments from pre-bind underwriting to reinsurance purchases.

The AI-powered insights significantly enhanced business intelligence, enabling strategic decision-making while improving workplace safety through proactive risk identification. By integrating automation and AI-driven analytics, our client was able to:

• Reduce labour costs, boost productivity, and streamline operations through intelligent automation.
• Strengthen customer retention and engagement - customers now enjoy seamless, self-service access to critical insurance data, including claims and financial records, eliminating delays and manual intervention.
• Enhance financial oversight- Real-time insights empower customers to make informed decisions and adjust portfolios proactively, replacing cumbersome paper-based processes with digital efficiency.

By leveraging AI and smart technologies, our client not only reinforced its internal risk management framework but also unlocked new opportunities for business growth and innovation.