LangChain x Five Sigma x Google Cloud case study

Five Sigma recently introduced Clive™ - the insurance industrys first AI Claims Adjuster. This impressive demonstration of GenAI in the insurance industry is built using LangChain and Google Clouds Vertex AI

AI is now a proven investment case in multiple enterprises. In this tech article from ABN, you will learn how Five Sigma, an insurance company, has strealined insurance claims with LangChain, Google's Vertex AI and implementation partner. If you would like to achieve similar results in your geography, reach out to ABN.

Five Sigma is streamlining insurance claims with Clive, their AI agent built on LangChain and powered by Google Cloud's Vertex AI. Their AI agent has helped insurance adjusters reduce errors by 80% and reach faster, fairer settlement decisions.

Read on to learn how Five Sigma - AI-Native Claims Management:

• Used LangChain as an intuitive, conversational interface to speed up resolution

• Automated LLM testing with LangSmith to ensure high-quality responses responses in production

Five Sigma is a leading Insurance Technology startup that has been at the forefront of artificial intelligence innovation for over 7 years. Built even before the ChatGPT and GenAI revolution, Five Sigma offers an AI-native claims management platform (CMS) to streamline every step of insurance claims handling for insurance companies, Managing General Agents (MGA), and Third-Party Administrators (TPA). In July 2024, Five Sigma introduced Clive™, the insurance industry's first AI Claims Adjuster. Clive offers insurers advanced AI capabilities and automation on top of whatever claims management system they’re already using, allowing insurance providers to keep working with legacy or existing claims systems while also experiencing faster and more accurate claims handling.

Clive frees up human claims handlers to focus on areas where a human touch is valuable - like complex decision-making and empathic customer service.

1 AI Training (Insurer’s SOP)

2 Expedited Claim Intake (FNOL)

3 Automatic AI Analysis

4 AI Recommendations

5 Human Adjuster Decision

Clive is equipped with comprehensive knowledge about insurance workflows, as well as Five Sigma’s proprietary data on claims handling with policyholders and other stakeholders (lawyers, repair shops, and other departments within the insurance company), and effective paths for claim resolution. On top of this, Five Sigma adds customers’ unique Standard Operating Procedures (SOP) that define the guidelines for handling claims at a specific company across various lines of business.

As a result, Clive can analyze, handle, and even execute any individual claim by itself. And wherever human intervention is needed, Clive assists adjusters with AI-powered recommendations, like document analysis, next steps, personalized communication, transcribing and summarizing interactions, and more.

Through its advanced AI engine, Clive gives meaningful insights on coverage, flags potential discrepancies for risk management and leakage prevention, and guides adjusters throughout the claims process to reach faster, fairer settlement decisions.

Clive behind the scenes Clive’s tech stack lets it perform like the most experienced insurance claims agent – with intelligence, data protection, and scalability.

Google Cloud and Vertex AI - Clive's brain

Five Sigma leverages Vertex AI’s high availability, scalability, and data protection. Five Sigma uses Vertex AI and its Gemini models along with its proprietary knowhow to understand both structured and unstructured claims data in new ways that were not possible just a few months back. The multi-modality of Gemini allows Clive to understand text, images, voice, and video data, and to quickly incorporate it all in its claim analysis and insights.

Partnership with LangChain and Google Cloud has been instrumental in bringing Clive to life. By integrating LangChain’s cutting-edge NLP capabilities with Google Cloud’s scale and AI models, Five Sigma has developed an AI product that transforms how insurance companies manage claims. LangChain’s technology enables it to offer an intuitive, conversational interface that empowers claims adjusters to work faster and resolve more claims in a given time.

LangChain - Clive’s human reasoning

Clive deals with vast amounts of data and human users, including insurance company leaders, claims adjusters, and policyholders. To orchestrate its operations and turn data into insights, the Five Sigma team used LangChain.

LangChain helps users build context-aware reasoning applications, providing a standard model interface that enables Clive to interact with its users intuitively. Through Five Sigma’s integration with LangChain, users can communicate with Clive in a simple chat interface. LangChain allows Clive to understand and respond to questions and requests intelligently, making interactions with the AI claims adjuster intuitive and natural.

LangChain's seamless integration with Google Cloud offers developers a comprehensive toolkit for building advanced agentic AI applications, leveraging powerful vector stores and utilizing both first- and third-party models.

Five Sigma is ensuring Clive evolves continuously. Five Sigma also relied on LangSmith, an all-in-one observability platform built by the LangChain team, to curate datasets and run customizable, out-of-the-box evaluators. LangSmith helped Five Sigma automate their testing processes and make continuous improvements to Clive’s response quality. All of this is done within Google Cloud, so training data is protected.

The collaboration with Five Sigma on Clive is a great example of how natural language processing can be leveraged to transform an entire industry. After rigorous testing with LangSmith, the Five Sigma team has confidently deployed Clive into production and helped insurers handle claims smarter and faster. We're excited to see Clive's impact in the insurance tech space.

By testing in LangSmith, Five Sigma could ensure that changes to AI models, workflows, and prompts consistently met their company’s rigorous quality standards before deploying to production. For example, when summarizing claims, the Five Sigma team developed a set of custom evaluators to ensure their summaries were factually accurate, provided complete answers and reasoning, and did not have LLM hallucinations.

A pivotal component of LangSmith is its ability to easily collect and attach feedback to traces, which plays a crucial role in Clive’s ongoing development. By integrating user feedback directly into operational runs and traces, Five Sigma can continuously refine Clive’s performance, creating a feedback loop for the team to quickly pinpoint and resolve issues.

Looking ahead, Five Sigma is working on exciting developments for future enhancements of Clive. Among other endeavors, the company is testing a controllable agent orchestration framework to create reliable agentic workflows using multiple AI agents.

With the strong partnerships forged with Google Cloud and LangChain, Five Sigma is well-positioned to continue innovating at a rapid pace and accomplish its vision of transforming the insurance industry in the AI era.

This is not and will not be the only case, that's why ABN is investing in creating solutions in this insurance space for customers.

Author

AiUTOMATING PEOPLE, ABN ASIA was founded by people with deep roots in academia, with work experience in the US, Holland, Hungary, Japan, South Korea, Singapore, and Vietnam. ABN Asia is where academia and technology meet opportunity. With our cutting-edge solutions and competent software development services, we're helping businesses level up and take on the global scene. Our commitment: Faster. Better. More reliable. In most cases: Cheaper as well.

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