What was done
Canadian P&C insurer Definity is rolling out Gemini Enterprise, Google Cloud's agentic AI platform, across the organization, one of the first Canadian companies to adopt it enterprise-wide. It builds on a Google Cloud data transformation and a re-platforming of claims on Guidewire. Definity applies AI in production in servicing, claims, underwriting, and software and infrastructure; in servicing, AI tools listen to broker and customer calls, pull real-time data from multiple systems and prompt agents with relevant information and compliant guidance.
Outcome
Reported by trade press: the servicing approach is designed to reduce handle time and support newer staff. Definity uses AI-driven sentiment analysis on customer communications in claims. No quantified results were published.
Evidence: News (trade press). Figures are as reported by the source and have not been independently audited by AgentsNorth.
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
You are a live assistant for an insurance call-centre agent. As the call proceeds, identify the customer's request (policy change, claim status, billing). Pull the relevant policy and claim details and show the agent: a one-line summary of the customer's situation, the next best action, and any required compliance wording to read out. Never speak to the customer directly; only prompt the agent.