Towards an AI-powered insurance customer relationship management system | |
| Author | Gupta, Anuj |
| Call Number | AIT RSPR no.DSAI-24-02 |
| Subject(s) | Artificial intelligence Insurance Customer relations--Management--Technological innovations |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master of Engineering in Data Science and Artificial Intelligence |
| Publisher | Asian Institute of Technology |
| Abstract | The race to integrate Artificial Intelligence (AI) technologies into traditional business sectors such as insurance, finance, tourism, and healthcare is quickly becoming known as the fourth industrial revolution (Industry 4.0). More recently, AI and large language models(LLMs)have proven themselves to be very capable in aiding humans by automating mundane tasks, and are being increasingly utilized to perform more large-scale and complex tasks such as decision-making and strategy planning. In this paper, we propose the development of an LLM into a customer relationship management (CRM) system for aiding both businesses and customers, specifically in the insurance sector. By utiliz ing techniques such as data-driven decision making, big data analytics, and a real-time question answering (QA) chat-bot, we show that such a system can handle many types of customer queries and vastly reduce the support load that a business must dedicate in managing customer support queries. We propose and develop a framework that com bines such functionalities into a single system and find that GPT-4 and Llama3 are the best base models in detecting user intents, returning quotations, and generating SQL. Additionally, we evaluate the performance of a fine-tuned Mistral-7B model and find that it performs far better than the base model but does not achieve the state-of-the-art capabilities of GPT-4. |
| Year | 2024 |
| Type | Research Study Project Report (RSPR) |
| School | School of Engineering and Technology |
| Department | Department of Information and Communications Technologies (DICT) |
| Academic Program/FoS | Data Science and Artificial Intelligence (DSAI) |
| Chairperson(s) | Chaklam Silpasuwanchai |
| Examination Committee(s) | Mongkol Ekpanyapong |
| Scholarship Donor(s) | AIT Scholarships |
| Degree | Research Studies Project Report (M. Eng.) - Asian Institute of Technology, 2024 |