Summary
Sonata Software enhanced an existing Dynamics 365 Customer Engagement (D365 CE) implementation for a leading US-based insurance provider by enabling Copilot and Live Chat capabilities. The solution leveraged AI and automation to streamline case creation, improve advisor productivity, and provide real-time access to member information. As a result, the client reduced call handling time by 65% while significantly improving both agent and member experience.
Customer overview
A larger insurance payer operating in the US with over 5,000 employees.
Pressure points
The client faced operational inefficiencies due to fragmented access to policy and product information. Advisors required significant time to navigate multiple documents per member, leading to longer case resolution times and inconsistent customer interactions. The absence of advanced AI-driven tools limited real-time engagement and impacted overall service quality.
Average case resolution time of 15 minutes
Multiple documents (10–12 per member) depending on insurance type
Inconsistent quality of responses across advisors
Limited real-time interaction with end users
Legacy processes not leveraging best-in-class CRM capabilities
Solutions highlights
Sonata Software enhanced the client’s D365 CE environment by integrating Copilot and Live Chat to create a more intelligent, responsive, and advisor-friendly CRM ecosystem. The solution focused on improving customer experience and advisor productivity through AI-powered automation, real-time information access, and intuitive user interfaces.
AI-enabled case creation and improved user experience
Member Summary landing page for advisors
AI-driven interpretation of member benefits
Customizable alert tool for proactive case handling
Live Chat integration with MyChart
Automation capabilities embedded within Dynamics 365 CE
Results that speak volumes
65% reduction in average call handling time per call
Improved agent and member experience
Simplified training and onboarding for advisors
Faster service delivery without compromising cost or quality
Smooth change management and ease of support
Enhanced overall customer satisfaction
