Customer AI Assistant for health insurance at BTA

BTA Baltic Insurance Company partnered with Tilde to develop Laura, a multilingual Customer AI Assistant designed to support health insurance clients. Integrated into the BTA Latvia mobile app, Laura provides instant, personalised answers about policies and their coverage, helping customers access the information they need quickly and securely.

Meeting growing customer expectations

Health insurance queries are detailed, personal, and time-sensitive. Customers need clear answers about what is covered, where to go, and how to proceed, often in situations where quick decisions matter.

For BTA, this meant handling a high volume of repetitive enquiries while still delivering accurate, personalised support. In regulated environments, every response must be reliable, consistent, and based on up-to-date policy data, which makes scaling customer service more complex.

Secure and scalable by design

The solution was designed to fit into BTA’s existing ecosystem while meeting strict requirements for data accuracy and security.

The Customer AI Assistant integrates with BTA’s policy management system, allowing it to combine structured insurance knowledge with real-time customer data. All conversations are sent back to BTA’s core systems and securely stored there.

Deployed within the authenticated environment of the BTA Latvia mobile app, it ensures that only authorised users can access their information. Its flexible architecture supports growing data volumes, increasing usage, and future development.

Built for everyday insurance needs

Laura combines large language models (LLMs) with BTA health insurance product logic and live data access to deliver fast and relevant responses.

The assistant can:

• Explain coverage, limits, and insurance conditions
• Check whether specific services or specialists are covered
• Guide users to eligible healthcare providers
• Answer general insurance questions using a structured knowledge base
• Connect users to a human consultant when needed

Customers can interact with Laura both by text and voice, making the service more accessible for different user needs. The assistant operates in three languages: Latvian, Russian, and English.

Faster service, fewer calls

Since its launch, Laura has changed how customers interact with BTA’s support services.

On average, Laura independently resolves around half of all incoming queries. Health-related call volumes in Latvia have also decreased by approximately 40%, reducing pressure on customer service teams and allowing them to focus on more complex enquiries. Customers now have 24/7 access to personalised information, making it easier to understand their coverage and act when needed.

The assistant also includes a simple feedback mechanism, allowing users to rate responses with thumbs up or down and leave comments. This creates a continuous feedback loop that helps improve answer quality and ensures the system evolves based on real user needs.

A flexible foundation for future growth

Currently available in the BTA Latvia mobile app, the Customer AI Assistant will expand further, with integration into the Lithuania app already in progress.

The solution is designed to adapt over time, supporting new scenarios, expanding information sources, and evolving alongside changing customer needs and expectations. Future development may include extending support to additional insurance products and even broader policy-related information for customers.

Laura shows how AI can enhance customer experience in regulated industries by combining automation with trusted data. As expectations for instant, personalised service continue to grow, solutions like this set a strong example for insurance providers and other organisations operating in complex, high-trust environments.