Generative AI agent use cases for P&C insurance contact centers

This CCW Digital market study examines how AI is reshaping customer contact and the evolving role of the human agent, finding that AI is driving measurable gains in efficiency and insight but has not yet fully delivered on the promise of more “human” experiences. It argues that real transformation depends on clearly redefining agent responsibilities, upgrading skills and workflows, and intentionally designing AI to augment—not sideline—human strengths.

Whether you’re just getting started with an AI agent or seeking better results with one you’ve already deployed, this guide offers clear direction for realizing greater value. Gain clear, actionable strategies for identifying obstacles that degrade your returns, proven tactics for tuning your AI agent to improve performance, and how to know when to scale up for bigger returns.

For travel and hospitality brands, guest experience is everything—and speed matters. This eBook outlines how generative AI agents can personalize service, manage disruptions, and handle multilingual requests across channels. From bookings and rebookings to lost baggage and loyalty programs, these use cases show how AI agents elevate CX while lowering operational costs and boosting revenue.