Industry
Insurance
Reinventing the Insurance Industry with a Digital-first Strategy
Solution
Cognitive Business Operations
Unlock Business Agility and Future-ready Operations with TCS
Highlights
- BFSI enterprises are accelerating their digital journeys by adopting AI and intelligent automation to boost efficiency, strengthen compliance, and enhance stakeholder experiences.
- Yet, many transformation programs fail to deliver their full potential because they are executed in silos, without a unified enterprise-wide strategy.
- TCS Cognitive Automation Platform—our nextgeneration, agenticAIpowered suite of modular business and technology solutions—enables synchronized transformation across the value chain. From transition to large-scale transformation, it integrates seamlessly with existing IT landscapes to elevate service lines including contact centers, customer experience, business operations, application maintenance, and service management.
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Overview
For businesses looking to improve customer experience and at the same time bring down cost, AI driven transformation is the solution.
TCS Cognitive Automation Platform is an agentic AI–driven orchestration platform bringing a stepchange in enterprise business and IT operations transformation, shifting automation from isolated task execution to intelligent, endtoend service transformation.
By combining TCS Cognitive Automation Platform’s modular cognitive capabilities—such as intelligent document processing, smart email management, conversational assistants, and lowcode workflow automation—with agentic AI systems that can plan, reason, and act autonomously, enterprises move beyond siloed interventions toward a unified, adaptive operating model.
This approach enables AI agents to coordinate processes across legacy and modern systems, supported by governancecentric design, businesscontextual knowledge models, and continuous evaluation frameworks, ultimately delivering higher efficiency, stronger compliance, and faster decision cycles.
BFSI enterprises are accelerating their shift to digital operating models powered by agentic AI and intelligent automation to enhance efficiency, strengthen compliance, and deliver superior stakeholder experiences. Yet many transformation initiatives fail to scale due to fragmented tools, technical debt, integration challenges, and siloed execution.
TCS Cognitive Automation Platform is a unified, nextgeneration agentic orchestration platform designed to help BFSI organizations unlock the full value of AIdriven Service transformation. The platform combines agentic AI, genAI, low code no code automation, intelligent document processing, smart email management, conversational assistants, selfservice analytics to drive connected transformation across business and IT Operations.
The solution includes Transform.ai for AIagentassisted transformation assessments and a supercognitive knowledge management layer that accelerates discovery, analysis, and decision-making. With prebuilt AI agents, a futureproofed agent builder, and an agentic pre and postprocessing framework for governance and observability, enterprises can rapidly design, build, deploy, and scale AI agents with confidence.
Backed by deep BFSI domain expertise, TCS tailors the platform to each organization’s unique environment—enabling improved customer experience, efficient operations, stronger compliance, better risk governance, and sustainable cost optimization. For BFSI firms looking to elevate experience while reducing operational complexity, TCS Cognitive Automation Platform delivers a future-ready, agentic AI transformation engine.
Solution
TCS Cognitive Automation Platform has solutions configured for a range of BFSI use cases with pre-trained AI agents.
TCS Cognitive Automation Platform (see Figure 1) enables BFSI enterprises to drive unified, AIpowered transformation by integrating legacy systems with modern digital technologies and intelligent automation. Powered by agentic AI with guardrails, RAG, ML, NLP, computer vision, and advanced analytics, the platform helps organizations build highly automated, insightled operations.
With Transform.ai, prebuilt AI agents, a futureready agent builder, and an agentic governance and observability framework, the platform accelerates transformation assessments, knowledge discovery, and responsible AI deployment.
Designed with modular architecture, TCS Cognitive Automation Platform streamlines and automates key service lines—including business operations, application maintenance and support, IT service management, contact center operations, and customer experience—while seamlessly integrating with the existing IT landscape. This enables BFSI firms to modernize faster, reduce complexity, strengthen compliance, and deliver superior stakeholder experiences.
An overview of TCS Cognitive Automation Platform
An infographic delineating all the aspects of the TCS Cognitive Automation Platform
An overview of TCS Cognitive Automation Platform
This solution enables enterprises to achieve:
- Customer experience transformation
Deliver seamless, personalized, and conversational interactions by combining realtime insights, analytics, and AI-driven process orchestration to create a frictionless end-to-end customer journey. - Endtoend process reimagination
Accelerate transformation with lowcode/nocode workflows, nonintrusive integrations, and rapid digitization of complex enterprise processes across business and IT. - Holistic, hyperintelligent automation
Orchestrate enterprise-wide automation using a powerful mix of agentic AI, GenAI, machine learning, computer vision, and RPA to unlock scale, speed, and accuracy. - Deep process observability
Gain extreme transparency through real-time operational insights, AI-driven recommendations, and actionable dashboards that improve control, compliance, and decision-making. - Flexible, anywhere deployment
Deploy on-premises or on any hyperscale with a cloudcompatible, secure, and scalable architecture that aligns with enterprise hosting needs.
Features
The TCS Cognitive Automation Platform delivers a nextgeneration agentic AI ecosystem that orchestrates autonomous, multimodal, and contextaware AI agents across business and IT operations, powered by an agentic mesh, agent studio, and governancerich agentic framework. Some of the key features of the platform are:
- Agentic mesh and agent marketplace
Agentic mesh enabling orchestration of multiple autonomous AI agents across business and IT workflows.
Agent marketplace offering 200+ prebuilt, reusable, domaintrained AI agents ready for Day1 deployment. - Agent studio and agent builder
Agent studio to design, configure, test and deploy AI agents with enterprisegrade guardrails and policy controls.
Futureproof agent builder enabling rapid creation of new agents using modular components and pre/postprocessing frameworks. - Agentic orchestration framework
Commandcenter–driven central orchestration of autonomous agents across channels, systems, and data sources.
Eventdriven agent triggers—agents can act autonomously based on alerts, events, documents, emails, workflow updates, etc.
Multistep, goaldriven workflows using task decomposition, reasoning, validation, and escalation models. - Knowledge fabric and contextual intelligence
Knowledge fabric integrating enterprise data, external sources, and contextual business knowledge to power agent reasoning.
Adaptive knowledge ingestion and retrieval (RAG-based) for contextaware actions and improved accuracy. - Responsible agentic AI guardrails
Builtin governance, guardrails, ethical AI, PII detection, hallucination prevention, and behaviorcontrol policies.
Ability to plug into clientspecific guardrail layers (e.g., banks/insurers with strict compliance requirements). - Multimodal agent capabilities
Agents can consume text, documents, images, audio, video, PDFs, emails, logs, and other multimodal inputs for decisionmaking.
Supports autonomous ingestion and synthesis of operational context from diverse enterprise systems. - Composite AI + LLM + traditional AI integration
Combines agentic AI + genAI + NLP + ML + deep learning + RPA + APIs in a composite architecture.
Ensures bestfit AI selection for each step: structured, unstructured, creative, or autonomous actions. - Prebuilt agentic solutions (examples)
Case management agent, document processor agent, document comparison agent, cognitive knowledge agent, dynamic visualizer agent, workforce planner agent.
Agent onboarding, claim analyzer, endorsement agents, fraud investigation agent, participant enrollment agent, notification agent, call quality agent, omnichannel intake agent, KYC agent, fraud investigating agent, trade finance scrutiny agent, underwriting agent, policy issuance agent.
CAP copilot assisting business, IT, and QE use cases endtoend. - Enterprisewide agent interoperability
Agents interoperate across systems using A2A protocols and semantic context.
Supports humanagent collaboration, including approvals, overrides, and escalation workflows. - Autonomous operations and selfhealing
Selfhealing operational capabilities for IT and business workflows, including anomaly detection, remediation, and intelligent routing.
Autonomous agents perform endtoend tasks like KYC verification, loan processing, AML checks, onboarding, and risk evaluation. - Agentic transformation assessment
Transform.ai agent for automated process discovery, SOP interpretation, recommendation generation, and ROI modeling.
Industry offerings
TCS Cognitive Automation Platform delivers a comprehensive suite of BFSI industry solutions designed to accelerate digital transformation across the banking, financial services, and insurance value chains.
From retail, corporate, and transaction banking to lending, payments, and financial crime compliance; from life, health, and property and casualty (P&C) insurance to underwriting, claims, and policy servicing; and across capital markets functions including trading, posttrade operations, risk management, and client onboarding, there are multiple pre-built solutions from TCS Cognitive Automation Platforma.ai.
Life insurance:
- Underwriting assistant
- Policy renewal processing
- Endorsement processing
- Short term disability claim processing
- Death claim processing
- Participant enrolment
- Claim fraud investigation
- Agent onboarding
- Broker appointment processing
Property and casualty insurance:
- New business onboarding
- Policy endorsements processing
- Underwriting assistant
- Claim ingestion automation
- Claims subrogation assistant
- Beneficiary change
- Express claim processing
- Quote prefill and comparison
- Mortgagee change
Retail banking:
- Customer onboarding and KYC processing
- Credit worthiness assessment
- Realtime loan decisioning
- Loan application processing
- Fraudulent transaction detection
- Realtime transaction monitoring
Commercial and Corporate banking:
- Customer onboarding and perpetual KYC
- Credit risk assessment
- Trade finance scrutiny and Screening
- AML transaction monitoring
- Commercial lending automation
Mortgage:
- Loan application processing
- Automated underwriting
- Policy compliance validation
- Loan modification and restructuring
Capital markets:
- Market sentiment analysis
- Portfolio assessment and recommendation
- Trade capture and confirmation
- Post trade settlement processing
- Investor onboarding
- Asset allocation optimization
Benefits
With TCS Cognitive Automation Platform, BFSI enterprises can improve customer experience, increase productivity, enable straight through processing, and reduce the cost of operations across business and IT operations.
The platform enables:
- Significantly higher business efficiency
Achieve 30–50% improvement in process efficiency through highly automated workflows, AIdriven digital workers, and domaintuned cognitive models that eliminate manual effort and accelerate throughput. - Superior, hyperpersonalized customer experience
Deliver frictionless, connected experiences by leveraging AI to predict, personalize, and respond to customer events across all touchpoints—elevating satisfaction and strengthening loyalty. - Stronger and consistent regulatory compliance
Enhance straightthrough processing with automated compliance checks, reduced processing time, and AIenabled risk controls—ensuring accuracy, audit readiness, and adherence to evolving regulatory mandates. - Faster timetomarket
Accelerate delivery of industry solutions by up to 50% with pretrained AI models, preconfigured components, and reusable assets that support rapid scaling, product innovation, and business expansion. - Lower total cost of ownership
Optimize investments with a modular, plugandplay platform that integrates seamlessly with existing IT environments—helping enterprises reduce total ownership costs by over 40% while maximizing transformation value.
Success stories
The TCS Cognitive Automation Platform has delivered transformational outcomes across banking, insurance, capital markets and wealth domains, consistently demonstrating measurable business impact.
Several flagship success stories —spanning more than 60+ wins, 30+ live implementations, and deep multiyear engagements—highlight the platform’s ability to deliver straightthrough processing, hyperautomation, and AIdriven decisioning at scale. Collectively, these successes showcase this as a proven platform that delivers accelerated transformation, operational resilience, and humanAI synergy across the BFSI ecosystem
- For a top 5 US bank, AIdriven revenue cycle management automated recognition, extraction, and reconciliation of complex payment documents across 5.6M+ monthly transactions. Delivered 30% reduction in processing costs and 40% faster timetomarket using our platform.
- For a top 5 US life insurer, TCS Cognitive Automation Platform enabled 100% automated callquality verification using agentic AI, replacing manual scorecards with instant, objective, and behavioraware evaluations—dramatically improving compliance and customer experience.
- For an European life insurer, deployed GenAIpowered TCS Cognitive Automation Platform to build a highly flexible, selfservice documentprocessing model, enabling operations teams to onboard any document type and configure extraction rules with agility.
- For a top 5 US P&C insurer, AIbased commercial insurance document ingestion and indexing automated 1M+ documents per month, routing them directly to underwriters and adjusters. Achieved a 60% reduction in processing costs through TCS Cognitive Automation Platform intelligent automation.
- For another Top 5 US P&C insurer, deployed an AI-powered centralized location management system powered by TCS Cognitive Automation Platform that serve as a single source of truth for Location information improving risk modeling, risk assessment, property location level underwriting, rating, portfolio management and reporting.
- A leading US-based life insurance carrier partnered with TCS to implement a next-generation knowledge management platform to streamline and modernize its back-office operations. The solution leveraged advanced AI techniques to centralize and intelligently manage over 12,000+ standard operating procedures and a wide range of life insurance documents spanning underwriting, policy servicing, and claims.
- For another Top 5 US P&C insurer, AIdriven AMS transformation powered by TCS Cognitive Automation Platform application support workbench for incident triage, knowledge mining, and autonomous resolution.
- For a US Bank, implemented TCS Cognitive Automation Platform intelligent automation solution to automate collateral monitoring for highnetworth clients, enhancing accuracy and operational efficiency. The solution helps minimize financial risk through AIdriven monitoring and exception handling.
- In the wealth management space, a major U.S. advisory firm, achieved 95.6% straightthrough onboarding—with TCS Cognitive Automation Platform autonomously extracting, validating, and mapping KYC and financialprofile data to accelerate client onboarding and eliminate manual intervention.
- For an Australian Financial Services firm, TCS implemented a unified automationled transformation using TCS Cognitive Automation Platform to simplify operations and this transformation resulted in 40% efficiency improvement, 22% automation-driven gains, and 10% CSAT uplift, along with up to 52% cost reduction.
- For a European life insurer US division, TCS Cognitive Automation Platform agents are being deployed to accelerate the transition and modernize quality engineering with AIdriven test optimization to deliver ~30% productivity improvement across the STLC, with AIpowered defect prediction, automation coverage analysis, and rapid testcase generation.
- Across banking and insurance marquee wins and implementations, TCS Cognitive Automation Platform ability to automate highvolume, complex processes with projected efficiency gains ranging from 30% to 66% and significant cost reduction and improved customer experience
Industry Recognition
The TCS Cognitive Automation Platform has earned strong industry recognition, highlighted by a growing portfolio of prestigious awards and analyst mentions.
TCS Cognitive Automation Platform suite of solutions have won 26 Stevie® Awards in the last 3 years, including 13 Stevie Awards (4 Gold, 5 Silver and 4 Bronze) in 2026, showcasing excellence across AIpowered sales, service automation, predictive customer service, and generative AI applications. This includes distinctions for TCS Intelligent Digital Extraction Suite and Transform.ai solutions both earning Goldlevel recognition for innovation and impact.
Additionally, the platform has received 3 Brandon Hall Awards reinforcing its credibility in operational transformation.
Also, the platform has been spotlighted during TCS Analyst Day 2025 as one of TCS’s key strategic AI platforms by TCS CEO. TCS Analyst Day 2025, https://youtube.com/clip/UgkxfpY1yrBdQUq6pwbszYEwrnRqIFUrOdpt?si=djYXoQao5dyn6weNhas.
In terms of market validation, the platform has been featured by industry analysts such as Everest (for example, Leader in life and annuities insurance BPS and third-party administration; Leader in payments business process services) and Nelson Hall (for example, Leader in P&C operations analytics & AI 2025 NEAT; Leader in GenAI and process automation in banking, 2025)
Overall, this consistent recognition reflects platform maturity, innovation depth, enterprise readiness, and growing influence in shaping AIdriven business and IT transformation across global BFSI clients
TCS advantage
TCS’ vast industry experience and deep expertise across technologies makes us the preferred partner to global businesses.
By partnering with TCS, enterprises gain access to a unique combination of industry expertise, technology leadership, and proven transformation capability:
- Unmatched domain depth
With decades of experience serving global BFSI leaders, TCS brings rich horizontal and vertical domain knowledge. This allows us to design highly relevant, contextaware solutions that address realworld challenges and accelerate business value. - Strong IT–business convergence
TCS blends practitioner insight with deep technology expertise to conceptualize and build solutions that work seamlessly in real enterprise environments. Our firsthand understanding of business processes, combined with cuttingedge digital and AI capabilities, ensures solutions that are intuitive, scalable, and truly transformational. - Proven delivery excellence
TCS’ consistent track record of delivering large, complex transformation programs globally positions us as a trusted partner for enterprises seeking reliability, predictability, and superior execution at scale. - Leadership in advanced technologies
With robust capabilities in predictive and marketing analytics, artificial intelligence, campaign management, and more, TCS helps BFSI firms sharpen decision-making—whether it's optimizing product pricing, building advanced behavioral scorecards, or identifying highimpact customer engagement channels.