Avant Mutual, exists for healthcare professionals nationally, providing a range of services including medical defence and indemnity insurance. Avant considers its call service a critical channel for delivering member support and professional guidance. To enhance this experience, Avant has implemented a GenAI-powered solution that analyses every member call and email, instantly surfacing emerging themes, sentiment trends, and compliance insights. This empowers leaders and teams to proactively understand member needs and deliver every interaction with exceptional care, trust, and regulatory confidence.
Beyond words: unlocking member insights with AI
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The challenge
Avant Mutual set out to elevate the member experience for doctors by “listening at scale” to every call and every email, turning fragmented signals into service improvements without compromising Trust. The ambition was to move beyond sample-based quality checks and manual reviews to coverage over 100% of interactions, so insights could reliably inform care and attention in the moment.
The solution
PwC Australia designed and built an AI solution for Avant Mutual, powered by Microsoft Azure OpenAI and Power BI. AI acts as the connector and enabler, bringing together structured and unstructured data including audio, surfacing needs as they emerge, and guiding frontline teams to deliver personalised care in every interaction.
We embedded Responsible AI from day one (privacy-by-default, governance, auditability) and lifted AI Fluency across Avants leadership so people can use, question, and improve the system confidently. The solution draws on PwC’s depth of expertise, codifying our own systems of knowledge and industry best practice into reusable prompts, patterns, and playbooks - so decisions are explainable, consistent, and aligned to regulatory expectations. A pragmatic Strategy & AI roadmap sequences capability from pilot to scale, integrating with existing workflows and tooling rather than adding complexity.
“Every AI solution goes through our Responsible AI checks for fairness, transparency, and privacy-by-design. Independent experts also check for bias and help us maintain trust with members.”
The outcomes
Members receive context-aware support that reflects their history and needs; issues are resolved faster because teams see the “why” behind demand and the next best action. Leadership gains a trustworthy view of quality and emerging themes through full-scale QA, not samples, closing the loop between voice-of-member, service design, and operational change. Just as importantly, trust is built into the architecture: data use is transparent, decisions are traceable, and models are monitored for performance and bias, making innovation durable as well as impactful.
“This project shows how AI can create real value aligned to our purpose and strategy. For over 130 years, Avant has been trusted to protect doctors — and now, with PwC and Microsoft, we can extend that trust into the future.”
For the first time, Avant achieved 100% Quality Assurance coverage—ensuring every member receives the highest standard of care, while agents are equipped in the moment with insights as if they had 30 years of experience at their fingertips.
What’s next
Trust is now a design principle, AI fluency a team capability, and AI Strategy charts a clear path forward. With these in place, Avant Mutual is ready to extend the solution across the member journey, scaling personalised service while maintaining responsible controls.
To explore how this approach could transform your member experience, please contact Jahanzeb Azim.
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