MTIBU Generative AI Chatbot for MTPL Insurance Regulatory Consultations

MTIBU (Motor Transport Insurance Bureau of Ukraine)

Overview

Challenge
MTIBU’s contact center handled a high volume of repetitive MTPL insurance inquiries through manual document search, with no way to detect and escalate time-sensitive critical cases automatically.
Solution
Deploy a serverless, RAG-based AI chatbot on AWS, grounding every response in MTIBU’s official regulatory documents with mandatory source citations.

Outcome

  • Resolve MTPL regulatory queries automatically, 24/7, in Ukrainian, with accurate, source-grounded answers.
  • Automatically detect and escalate critical inquiries (e.g., accidents with injured parties) for timely human follow-up.
  • Let MTIBU administrators manage the knowledge base directly, without ongoing developer involvement.
  • Reduce contact-center workload and support scaling inquiry volume without proportional headcount growth.
“Digital transformation and the adoption of artificial intelligence tools are part of MTIBU’s strategy. The AI agent on the Bureau’s website will help drivers get clear, timely answers to questions about motor third-party liability insurance around the clock and make more informed decisions. By introducing, with the support of its partner Tech-5, the first tool of its kind in Ukraine’s insurance market built on AWS services, MTIBU continues to develop technology that makes insurance information more accessible.”
– Sergii Zub, CDTO, MTIBU

Challenge

MTIBU (Motor Transport Insurance Bureau of Ukraine) handles a high volume of inquiries from insurers, claimants, and partners regarding MTPL (OSTSV) insurance conditions, regulatory requirements, and claim procedures. Agents had to manually search normative documents for each request, increasing contact center workload, slowing response times, and reducing service quality.

There was no automated way to detect and escalate time-sensitive critical cases – such as accidents with injured parties – in real time, and no way for users to get accurate, source-grounded answers outside business hours. As inquiry volume grew, MTIBU’s contact center faced rising operational cost with no scalable path forward.

Solution

A serverless, source-grounded RAG chatbot using Amazon Bedrock

Tech-5 designed and deployed a fully serverless AI chatbot for MTIBU, using Amazon Bedrock Knowledge Bases and Amazon OpenSearch Serverless (with Titan Text Embeddings v2) to ground every response in MTIBU’s curated regulatory documents, with mandatory citations to the source material.

Incoming queries are classified by intent and routed across Amazon Bedrock foundation models – Amazon Nova 2 Lite for lightweight conversational intents, and Anthropic’s Claude Haiku 4.5 for substantive regulatory queries – balancing response quality, latency, and cost. Out-of-scope queries return a clear fallback message directing users to the contact center, and critical inquiries are automatically detected and escalated with relevant operator contact details. MTIBU administrators manage and update the knowledge base directly through a dedicated admin dashboard, without ongoing developer involvement.

Outcome

24/7 regulatory consultations, grounded in official sources

MTPL regulatory queries are now resolved automatically, around the clock, with responses grounded in official MTIBU documentation and always accompanied by source references. Critical, time-sensitive inquiries are detected and escalated automatically, ensuring timely human follow-up where it matters most. With self-service knowledge base management in place, MTIBU can keep the assistant’s regulatory content current without depending on ongoing developer support – and the underlying serverless AWS architecture is designed to absorb growing inquiry volume without proportional increases in contact-center staffing.

Highlights

  • Industry: Insurance / Public Sector
  • Location: Ukraine
  • AWS Services: Amazon Bedrock (Anthropic Claude Haiku 4.5, Amazon Nova 2 Lite), Amazon Bedrock Knowledge Bases, Amazon OpenSearch Serverless, AWS Lambda, Amazon API Gateway, Amazon Cognito, Amazon DynamoDB, Amazon CloudFront
  • Partner: Tech-5