Ai in
Content generation
I experimented with GenAI to help create product descriptions targeted for the end user, at a much faster rate. Our content generation efficiency increased by 30% with the help of GenAI.
Innovation
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Transformation
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Insightful AI
Advancement
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Breakthrough
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Empowerment
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6
01 THE PROBLEM
- Coverage descriptions needed for every product offered by the organization at a rate faster than content designers could deliver
- Source material for coverages included underwriting and legal information that was above grade reading level
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User Problem:
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- Testing showed users don't understand what their coverage includes
- Customer calls made for information that is available through the app but hard to locate
02 THE REQUIREMENT
- Quick snapshot of coverage descriptions for policyholders
- Present info in 6th grade reading level, removing technical terms
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03 STAKEHOLDERS
Product Manager
Product Owner
Business Analyst
Legal
Policy Center
UX Designers
Content Designers
End-user
04 STRATEGY WITH AI
- Use the org's internal GenAI chatbot to fetch data from the underwriting resource manual
- Create prompts to fetch the required info in the designed format
- Content Designers work with the data from GenAI and send it for review by Policy Center and Legal
04 PROMPT TEMPLATE
Steps:
The org's internal chatbot was linked to other internal tools. So I used a combination of those and a prompt to generate the coverage description needed.
1. Select 'Chat with Tools'
2. Click on the product reference manual from the list
3. Choose the Line or Business Policy to search from
4. Choose state (if it exists for all states, the GenAI will display in the results)
Prompt Element 1: Task Context
You are a Customer Center associate providing a policyholder with details about the coverage they have paid for. You are referring to the product manual but explaining the coverage details in simple terms.
Prompt Element 2: Tone Context
You should maintain a casual, informative and helpful tone.
Prompt Element 3: Detailed Task Description and Rules
"Search for Accidental Death and Dismemberment benefits coverage and summarize the coverage description at the 6th-grade reading level. Display in a paragraph with bold for the main and bullet points for details about what is included in the coverage."
GenAI Answer:
Accidental Death and Dismemberment Benefits Coverage provides financial support if you or a family member living with you gets hurt or dies in an accident involving a car, motorcycle or boat. Here are the key details:
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Who's Covered: You and any family members living with you, but they can't own their own vehicle.
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What's Covered:
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- Death or injuries from accidents involving cars, motorcycles or boats
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- Loss of eyesight, hands, feet, fingers or thumbs​
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Payment: A specific amount is paid if the death or injury happens within 90 days of the accident and is directly caused by it.
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Limits: You can choose coverage limits of $5,000, $10,000 or $20,000. However, in South Dakota, the $5,000 limit is not available.
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Additional Info:
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- This coverage is optional
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- There is a premium charge for this endorsement
05 RESULT
Without GenAI
With GenAI
Avg number of minutes for creating every coverage description for every product
60 min
18 min
Percentage increase in efficiency by content designers- 30%