Faced with a surge in customer numbers and support requests, the premier insurer recognized that its conventional approach to customer interaction was impeding teams from delivering an optimal service experience. Seeking a transformative solution, the company turned to consulting and technology experts. In a remarkably short span of one month, these experts translated the company’s requirements into a functional resolution: Leon, a virtual assistant powered by action.bot, itself based on IBM Watson Assistant. Leveraging IBM’s deep learning, machine learning, and natural language processing (NLP) models trained on data from the insurer’s contact center, Leon adeptly comprehends customer queries and provides relevant, valuable responses. Accessible 24/7 on the company’s website, the chatbot autonomously addresses over 120 common customer support scenarios and frequently asked questions.