Fidelis equips its team with always-on, source-verified answers
As the business grew, the team needed consistent, compliant answers, without slowing down customer conversations.
Customer
Fidelis Insurance UK
A growing specialty insurer continuously refining how its teams work and serve customers.
- Specialty Insurance
- United Kingdom
Challenge
The challenge
Product knowledge lived across scattered documents, so answers varied by person and onboarding new team members took time.
Solution
The solution
Adopted PolicyPropel as an AI assistant grounded strictly in approved documents, giving every team member the same instant, cited answers.
Implementation
How it was delivered
- 01
Connect approved documents
Pointed the assistant at the team's approved knowledge base.
- 02
Roll out to the team
Enabled agents to ask questions in plain language during conversations.
- 03
Refine as products evolve
Kept answers current by updating the underlying approved documents.
Outcomes
Operational outcomes
Consistent, compliant answers across the whole team
Less time spent searching during customer conversations
Faster onboarding for new team members
Knowledge stays current as products evolve
“Excellent service! The team customized a lot of features to suit our requirements, which is great as we're constantly growing and finding new ways of working.”
Related products
- Sales Intelligence
PolicyPropel
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