Empowering Direct Line's agents
Offering AI-powered answers in critical moments
Nine million people in the UK rely on Direct Line Group for personal lines insurance. To serve them effectively, Direct Line has transformed its approach to data across the business, and having a reliable data science platform is key to its success.
Challenge
With policy data spread across siloed sources, Direct Line's contact center agents struggled to retrieve key details for customers in high-pressure situations — like the aftermath of motorway accidents. They needed an AI model to help their team provide fast, accurate responses when customers needed support the most.
Solution
Direct Line used Domino Governance to build an AI model that could consolidate policy information, while improving efficiency at every stage of adoption.
Accelerated pilots
With Domino, Direct Line could rapidly deploy pilots — then test, measure, and refine AI solutions based on their actual impact on operational efficiency.
Cross-functional collaboration
Its data scientists could easily stay aligned with key stakeholders throughout AI pilots — ensuring model quality and compliance.
More precise AI
The team could integrate real-world insights from contact center agents into the AI model, increasing its accuracy by 29%.
With Domino, Direct Line could move with a lean startup mentality — despite being one of the largest insurance companies in the UK.
Results
Now Direct Line’s contact center agents can dedicate their full attention to customers in vulnerable situations, using an AI model to provide quick, accurate answers. What's more, the model doubles as a training tool for new recruits, and lays the groundwork for future innovations — like personalized product recommendations.
AI project pilots deployed
in as little as 12 weeks
Faster, more accurate responses
in critical situations
Reduced cognitive load
for call center agents
Domino has been a great partner in terms of platform and process work.
— Head of Data Science and AI, Direct Line Group
View more case studies
Saving Allstate countless hours
Allstate's team was losing precious time recreating models. With Domino, it can channel that time into creating value instead.
Keeping BNP Paribas Cardif compliant
Cardif can process vital documents quickly and securely, with generative AI powered by the Domino Enterprise AI Platform.
Enabling governed AI innovation at USAA
To help it innovate safely, USAA created a solution to manage and purge experimental data sets.