How We Delivered AI-Powered Document Processing and 24×7 Managed AWS Operations for US Claims

Manual processing, fragmented data, and lack of operational control

As US Claims scaled its operations, manual extraction of lead information from plaintiff emails and legal documents created inefficiencies. The process was slow, error-prone, and difficult to scale with increasing volumes.

Unstructured legal documents made it challenging to convert data into structured CRM formats, resulting in delays, inaccuracies, and additional effort for underwriting teams. Teams also spent significant time searching across fragmented document repositories to retrieve critical information.

AI-powered automation with a fully managed AWS operations framework

zeb designed and implemented a comprehensive AWS Managed Services model, combining intelligent automation with scalable infrastructure and continuous operations.

• AI-Powered Document Intelligence: Deployed Amazon Bedrock to automate lead extraction from plaintiff emails and legal documents, automatically populating validated data into the client's CRM through business-rule checks, significantly reducing manual effort. Implemented a Bedrock-powered chatbot that enables underwriting teams to instantly search, retrieve, and validate document insights through paragraph-level source citations. Built a structured data pipeline to transform unstructured legal documents into organized data stored in Amazon RDS for downstream processing, with continuous enhancements to improve accuracy, scalability, and performance.
• Scalable and Observable Cloud Infrastructure: Architected core application services on Amazon EKS using a scalable microservices architecture. Established Amazon RDS as the centralized data layer for leads, documents, and workflows. Enabled full application performance visibility, tracking latency (p50/p95/p99), error rates, throughput, and distributed traces.
  
  LLM observability was implemented across AI workloads, tracking token usage, model latency (p50/p95/p99), inference error rates, request throughput, and end-to-end AI pipeline traces for continuous optimization.
• Security, Governance, and Managed Operations: Implemented continuous compliance monitoring using AWS Config and real-time threat detection through GuardDuty. Established structured incident response playbooks integrated into 24×7 managed operations with defined SLAs.

Enabled 24×7 NOC monitoring across three dedicated shifts, ensuring continuous coverage across EKS, RDS, and application layers with proactive alerting and SLA-backed incident resolution.

Implemented ServiceNow-based ITSM for incident, change, and service request management, along with a GitOps-based deployment pipeline with approval gates, automated validation, and rollback capabilities for controlled production changes.

Improved efficiency, reliability, and governance

The AWS Managed Services implementation established a scalable and well-governed cloud environment aligned with operational needs.

• Reduced manual effort and faster processing: AI-powered automation streamlined lead extraction and document processing, enabling underwriting teams to access insights instantly through the chatbot. Paragraph-level citations were also introduced, allowing users to validate responses directly against source content without reviewing entire documents.
• Improved data accuracy and workflow efficiency: Converting unstructured legal documents into structured data reduced delays and improved consistency in underwriting processes.
• Higher availability and faster incident response: 24×7 monitoring, proactive alerting, and SLA-driven operations improved system reliability and reduced mean time to resolution (MTTR).
• Enhanced visibility and performance monitoring: Provided continuous insights into application performance, including latency, errors, and service health.
• Stronger security and compliance posture: Continuous GuardDuty threat detection and AWS Config monitoring ensured consistent governance and audit readiness.
• Scalable and cost-efficient operations: Ongoing FinOps optimization, including rightsizing and Savings Plans, ensured efficient cloud spend as workloads scaled.

Modern legal and insurance workflows require intelligent automation, scalable infrastructure, and reliable cloud operations. zeb helps organizations implement AI-powered solutions and fully managed AWS environments to improve efficiency, strengthen governance, and support business growth.

Connect with our experts to build a scalable, intelligent, and well-managed cloud environment tailored to your operational needs.