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Liberty Mutual Insurance is the third largest property and casualty insurer in the United States. They were looking to redefine how their customers experience insurance, so they started with how their employees were spending their time looking things up and navigating internal platforms to complete simple day-to-day tasks.
Liberty Mutual Insurance invested in creating consumer-quality experiences for employees by developing a toolbar that could help employees answer questions, find information and perform simple tasks. The toolbar eventually evolved into a chatbot. Amazon Lex is an integral part of this chatbot, as it provides natural langue understanding, provides enterprise scale and quality application. As a result, not only was Liberty Mutual Insurance able to provide personalized and contextual experience for their employees, helping them look things up and complete quick tasks, but they could even anticipate their needs.
