Nationwide

When customers with complex, multi-touch claims called Nationwide's contact centers, service representatives faced a structural bottleneck: before answering a single question, CSRs had to manually read through every log note from every prior interaction — a process taking three to four minutes per call. For a Fortune 100 insurer handling high volumes of auto, home, and life claims, that wait translated directly into customer frustration and reduced capacity for empathetic service. Traditional OCR technology compounded the issue by slowing document ingestion and requiring manual field mapping, adding friction to an already time-intensive workflow. The cumulative effect was that CSRs spent their most critical customer-facing minutes catching up on history rather than resolving problems.

Nationwide deployed a Generative AI-powered Claims Log Notes Summarization engine that synthesizes the full interaction history of any claim into an instant, structured summary surfaced the moment a CSR pulls up a customer record. Built on top of Nationwide's existing Guidewire ClaimCenter platform and their newly migrated Genesys Cloud contact center infrastructure — which provided enhanced NLP and voice recognition — the tool required no complex model training, leveraging generative AI's native summarization capability. A complementary Call Transcript Summary tool was introduced shortly after to auto-populate after-call work fields from call transcripts, further reducing post-interaction handle time. Both tools were designed with a human-in-the-loop architecture, positioning AI as an assistant to CSR judgment rather than a replacement for it.

Claims Log Notes Summarization has been in continuous production for over a year and achieved strong adoption among CSRs, who report measurable improvements in speed-to-answer. Customers experience shorter hold times before receiving accurate claim status updates. Key outcomes include:

• Reduced handle time: CSRs move from a 3–4 minute manual review to an instant AI-generated summary
• #1 Keynova Group ranking for claims capability on mobile and web for personal lines customers
• $100M annual AI investment sustained over three years as part of a $1.5B technology initiative through 2028
• High CSR adoption driven by an engagement-first rollout strategy

Nationwide's CTO attributes the Keynova ranking in part to these AI-driven investments in the claims experience.

• Summarization is a high-ROI GenAI entry point: Claims log summarization delivered immediate, measurable value without requiring complex model training — a replicable starting point for any high-volume customer service operation.
• Human-in-the-loop design accelerates adoption: Framing AI as a CSR aid rather than a replacement reduced resistance and preserved the empathy-driven service culture.
• Engage employees in validation, not just rollout: Asking CSRs to compare AI summaries against their own reading — rather than mandating the tool — turned skeptics into advocates.
• Platform consolidation enables AI layering: Migrating to Genesys Cloud and Guidewire ClaimCenter first created the infrastructure foundation that made rapid GenAI deployment possible.