Context: In Insurance, claims satisfaction forms while the claim is unfolding — during first contact, waiting periods, updates, and small moments of uncertainty — not as a single judgment made at the end.

Challenges: Adjusters manage competing queues and work moves across teams without a single owner accountable for timing. Communications respond to escalation instead of preventing it, and by the time frustration is visible, the experience has already tipped.

Solution: The Claims Satisfaction Guidance Agent, an AI agent built using Microsoft Copilot Studio, monitors live conditions — delay risk, complexity changes, customer vulnerability, communication gaps — and steps in when momentum is at risk, clarifying ownership and prompting the next best action.

Impact: Insurers adopting this approach see claims satisfaction improve as customers hear from insurers before they worry, with fewer issues escalating because fewer are allowed to stall.