All AI product case studies
Case study 01Customer-facing insurance intake
AutoClaims Intake AI
A safety-first conversational prototype that helps drivers organize accident information one clear question at a time and prepare a review-ready summary.
Prototype statusCompleted independent prototype
Problem framing
Start with the workflow—not the technology.
The business and user challenge
After an accident, customers may be stressed, uncertain about what matters, and likely to omit information during the first reporting conversation. That creates an inconsistent experience and avoidable follow-up for both the customer and the claims professional.
What the prototype is designed to test
If accident intake begins with safety, routes by incident type, and asks one relevant question at a time, customers can prepare more complete information with less confusion while preserving human claims authority.
What is known—and what is not
Workflow-based discovery and scenario design are complete for the portfolio prototype. Representative customer interviews and production-environment research would be required before implementation.
A realistic workflow moment
A driver has been involved in a collision, has photos and partial information, and needs a calm way to document what happened before speaking with an insurer.
Product flow
From user need to a structured human handoff.
The workflow is intentionally visible so recruiters and product teams can see how the experience is designed—not only the final output.
- 01
Start with safety
Confirm immediate safety, injuries or pain, and whether emergency assistance may be needed before gathering claim details.
- 02
Establish the reporting path
Clarify the insurer and whether the driver is reporting through their own insurer or another party’s insurer.
- 03
Route by incident
Collect state, date, location, incident type, vehicles, people, property, police information, damage, and relevant documents.
- 04
Preserve uncertainty
Separate what the customer provided from information that is missing, unclear, estimated, or still needs confirmation.
- 05
Prepare the handoff
Generate a structured summary the customer can review before sharing it with an authorized claims professional.
Product artifact
A structured summary that keeps uncertainty visible.
This illustrative artifact shows how the prototype organizes customer-supplied information for review without making claims decisions or filling in missing facts.
Immediate safety
Safety, injuries or pain, and the need for emergency assistance are addressed before intake continues.
Incident details
Incident type, date, location, involved vehicles, people, property, police information, and available photos are organized for review.
Incomplete details
Any unclear, estimated, or partially supplied information remains visibly marked for customer review.
Claims review
The completed summary is reviewed by the customer before an authorized professional handles coverage and claims decisions.
Illustrative output structure only. It contains no real customer, policy, or claim information.
AI and technical approach
Technical fluency that turns business needs into buildable product decisions.
These decisions show how I translate business needs into a buildable AI product concept, including the workflow, information structure, human review, and integration considerations.
Custom GPT for workflow validation
The prototype tests conversation architecture, output structure, and guardrails before any secure claims-system integration is considered.
Incident-aware branching
Question order changes according to collision, theft, weather, vandalism, or other supported personal-auto scenarios.
Known, missing, and unclear
The output preserves uncertainty instead of filling gaps, making the final summary easier to review and correct.
Customer review before professional handoff
The assistant organizes information; the customer verifies it and authorized professionals retain all coverage and claims decisions.
Technical and product constraints
What the current prototype does not claim.
- Limited to U.S. personal-auto accident intake; it is not designed for commercial, property, or international claims.
- No direct connection to a carrier, policy, claims, document-management, or identity system.
- Avoids unnecessary sensitive information and never invents facts that were not supplied.
- Cannot provide legal, medical, coverage, liability, repair, fraud, settlement, or payment advice.
Product leadership
The decisions and tradeoffs I owned.
Safety before data collection
I prioritized the customer’s immediate situation over intake speed because the first product responsibility is safe routing.
One question at a time
I chose a guided sequence over a long form to reduce cognitive load and make missing information easier to identify.
Summary instead of a decision
The product prepares information for review rather than interpreting fault, coverage, or settlement.
Validation
Evidence today. Questions for the pilot.
Prototype flow, output structure, decision boundaries, and test scenarios have been designed. Formal customer testing and production pilot results are not claimed.
- Safety-first opening and required question order documented
- Incident-routing and missing-information logic defined
- Structured customer and professional handoff outputs designed
- Common and edge-case test scenarios prepared
- Customer comprehension and completion rates
- Missing-information reduction
- Accessibility and mobile task completion
- Secure integration, auditability, and operational fit
Pilot success measures
How I would measure value responsibly.
These are proposed measures for a future controlled pilot—not results the independent prototype has already achieved.
Intake completion rate
Understand whether users can finish the guided flow without unnecessary abandonment.
Missing-information rate
Measure whether the structured workflow improves the completeness of the initial handoff.
Follow-up questions required
Evaluate whether claims professionals receive more review-ready information.
Customer confidence score
Assess whether users feel clearer about what they documented and what happens next.
A review-ready accident-intake summary that separates supplied facts, missing details, unclear information, and appropriate next questions.
Creates a calmer customer experience and a more consistent starting point for professional review without automating protected claims decisions.
Reflection
What I learned.
In a stressful workflow, clarity and restraint are product features. The assistant becomes more useful when it asks less at once, preserves uncertainty, and makes the human handoff explicit.
Explore the product
See the workflow in action.
The live agent is an independent portfolio demonstration using fictional or user-supplied sample information.