Elephant captures an abundance of valuable data in note form, which is taken from interactions between insurance agents and customers. While these notes are already being captured in their Snowflake database, they are also stored in a free-form text field, which makes it difficult to perform analysis on or derive valuable insights from at scale.

The client’s existing Snowflake table includes one primary and one secondary call type field to categorize each interaction. While this setup provides a broad classification of call types, two fields are often inadequate to cover the full range of topics that might be addressed in a single call. Additionally, the client requested a straightforward method to extract key information from the text of the notes fields.

We addressed this challenge by creating a procedure that harnesses Snowflake’s Cortex AI capabilities. In under a day, we utilized this powerful suite of tools to develop the initial framework for this POC, which extracts data points from free-form text fields. Over the following two weeks, our team collaborated with Elephant’s business counterparts to refine the process and identify the ten most impactful concepts for capture.

The process initially transforms any shorthand abbreviations, found in the notes, to provide clear, easy-to-understand language for the LLM to analyze. The LLM is then tasked with analyzing each note to determine whether or not any of the ten key topics are discussed during the call. The values from the LLM’s response are then extracted into a database table where users can perform more in-depth analysis than was previously possible.

Ippon’s solution provided Elephant with a method to identify churn indicators and other key themes discussed during customer interactions that were previously not captured. It established queryable data points for these concepts, which enabled detailed large-scale analysis of their text data. This approach drove additional insights for 9 out of every 10 interactions and added multiple dimensions for over 50% of the records. Our solution also identified and marked an additional 21% of records that discussed cancellations, providing immediate opportunities to boost customer retention. By opening new analytical possibilities, our solution enables the client to understand call content better, leading to more opportunities for improved customer experience, reduced call volume, and lower operational costs.

Elephant Insurance is an auto insurance company that provides consumers with the tools and advice they need to buy and use auto insurance. Elephant is known for its customer focus, innovative pricing, and inclusive work culture.

“Working with Ippon was seamless and productive. They not only provided a valuable solution but also engaged with our team every step of the way, ensuring we felt supported and informed throughout the process.”

- Nathan McCracken, Head of Operations