The client needed to reduce the strain on its support operations while improving the quality and consistency of responses delivered to both customers and internal staff. Legacy chatbots were brittle, FAQ-based, and often escalated more issues than they resolved — creating delays, compliance risks, and low customer satisfaction scores.
Solution
Seawolf AI designed and deployed Smart Assist, a fully LLM-native conversational framework built to support both external customers and internal teams.
Key features included:
LLM-powered virtual agents capable of handling high-volume Tier 1 customer inquiries with context-aware, policy-aligned answers
Internal assistant copilots for underwriting teams, surfacing relevant documents, past claims, and approval templates on command
Audit-safe chat memory and scoped context windows, ensuring all conversations remained compliant and verifiable
Integrated feedback loop, enabling agents to learn and improve over time — aligned with real business outcomes
Results
✅ 83% reduction in Tier 1 support escalations ✅ 28% faster underwriting cycle time due to knowledge surfacing ✅ 2.5x increase in CSAT on chatbot interactions ✅ Full compliance with internal documentation and customer data policies
What Made It Different
Smart Assist wasn’t a plug-and-play chatbot — it was an AI-native support layer tuned to the company’s tone, data, and decision logic.
“Smart Assist doesn’t just answer questions — it understands our business.” — Director of Operations, Client (Insurance)
