Case study Concept build
Calder & Rowe
AI-drafted replies with a human sign-off, for an insurance broker. A concept where routine client emails are drafted by AI from the broker’s own policy documents, and every reply is approved by a person before it is sent.
- You own
- The code, from day one
- Type
- Concept build (fictional brand)
- Industry
- Finance and insurance
- Services
- AI & automation
A concept build: a fictional brand we designed to show what this looks like. It is not a client engagement and the numbers are modelled, not measured.
The challenge
What needed solving.
Account handlers spend much of the day answering the same questions about cover and renewals, retyping details found in policy documents.
The approach
What we did.
Each step below is something you can see and approve before the next begins.
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Draft from the documents
The assistant reads the policy and proposes a reply, citing the clause it relied on.
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Human approval always
Nothing goes to a client until a handler has reviewed and approved it.
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Corrections become training
Every edit a handler makes improves the next draft.
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Audit trail
Who drafted, who approved and what was sent are recorded.
What was built
The deliverables.
- Policy-grounded reply drafting
- Human review screen
- Citation of source clauses
- Edit-learning loop
- Audit log
Stack
- LLM
- Document index
- Review UI
- Email integration
Worked example
time returned to handlers
Assumptions
- Routine replies per day
- 30
- Minutes saved per reply by drafting
- 5
- Working days per year
- 230
- Loaded cost per hour
- £22
The arithmetic
- Minutes saved per day30 × 5 = 150
- Hours per year150 × 230 ÷ 60 = 575
- Value per year575 × £22 ≈ £12,650
Modelled from the assumptions shown. Actual time saved depends on the mix of queries and how much review each draft needs.
Services behind this
Want something like this?
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Knowledge-base copilot
An assistant that answers staff questions from your own documents, with sources, so nobody has to ask the same person twice.
from £1,900 -
Document and invoice processing
Reads PDFs, emails and invoices, files the data where it belongs, and asks a person only when it is unsure.
from £1,500
Start here
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