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From Keywords to Conversations: How AI is Redefining the Search Engines

Picture this: You’re in your kitchen, staring at a random assortment of leftovers in your fridge.

A decade ago, you’d type something like “recipe+chicken+broccoli+carrots+leftover” into a search engine, hoping for edible inspiration. Today, you simply ask, “What can I make with leftover chicken, half a broccoli, and three sad-looking carrots?” and get a personalized recipe suggestion complete with cooking tips and possible substitutions. This isn’t just a convenient upgrade—it’s a fundamental shift in how we interact with information, powered by artificial intelligence that finally speaks our language.

The Algorithm Paradox

With over 2.5 quintillion bytes of data created daily, human curation alone can’t keep pace. Instead, algorithms handle the massive data processing requirements, while AI provides an intuitive, human-friendly interface. Take Netflix, for instance—their recommendation algorithm processes billions of user interactions to feel as personal as a friend suggesting your next favorite show. 

Similarly, In retail, algorithms power visual search tools, allowing users to find products by uploading images. Algorithms also drive applications in healthcare, like symptom checkers, which rely on natural language processing (NLP) algorithms to match patient inputs to medical databases. These intricate systems enable AI to transform raw data into actionable, context-aware insights that define modern search experiences. By combining these algorithmic capabilities with AI’s intuitive interface, search engines are evolving into intelligent systems capable of delivering hyper-relevant results in real-time.

Under the Hood: LLMs and Data Engineering

Large Language Models (LLMs), the polyglots of the digital age. These AI engines process words while understanding context, intent, and subtle nuances. These aren’t just word processors with a fancy upgrade—they’re more like master interpreters who’ve absorbed the collective knowledge of humanity and can connect dots across disciplines at lightning speed. Generative AI, as seen in platforms like ChatGPT, represents a leap forward in this capability, enabling even more dynamic and creative solutions.

The real unsung hero, though, is data engineering. If LLMs are the brain, data engineering is the nervous system, creating highways of information that make split-second insights possible. According to Stanford’s AI Index Report, this combination has revolutionized how we process and understand information, reducing complex query times from hours to milliseconds.

The New Face of Search Engine

Today’s AI search engines don’t just find information; they understand, synthesize, and present it in ways that feel remarkably human. Today’s AI search engines are powered by an impressive arsenal of generative AI technology:

  • RankBrain: This system excels at interpreting the intent and context behind queries, making search results more relevant and insightful. For example, when someone searches for the “best laptop for graphic design under $1,000,” RankBrain identifies the user’s need for budget-friendly options with specific features and surfaces the most pertinent results.
  • BERT (Bidirectional Encoder Representations from Transformers): Unlike older algorithms that processed queries word-by-word, BERT considers the entire sentence to understand the context. For instance, a query like “2019 Brazil traveler to USA need a visa” might have been misunderstood by previous systems as a U.S. traveler needing a visa for Brazil. BERT, however, interprets the preposition “to” correctly, recognizing the intent as a Brazilian seeking information about U.S. visa requirements. This nuanced understanding significantly improves search accuracy.
  • MUM (Multitask Unified Model): MUM goes beyond understanding words; it grasps complex contexts across languages and content formats. Imagine searching, “I’ve hiked Mt. Adams and now want to hike Mt. Fuji next fall, what should I do differently to prepare?” MUM can analyze this query holistically, comparing the two mountains, identifying key differences, and suggesting appropriate preparation steps, such as suitable gear or training tips.

These systems enable transformative capabilities:

  • Natural language processing has slashed search times by 45% (Stanford Research)
  • Translation accuracy now reaches 95% for major languages
  • Personalized results are 34% more relevant than traditional algorithms

Enhancing Internal Search with LLMs

Organizations are transforming how they access and utilize information by integrating Large Language Models (LLMs) into their internal workflows. With innovations like Retrieval Augmented Generation (RAG), LLMs are making internal search capabilities faster, smarter, and more reliable. For instance, companies can now embed LLMs with their proprietary knowledge bases, enabling employees to retrieve precise answers to complex questions instantly. Whether it’s customer service teams resolving issues more efficiently, healthcare professionals accessing clinical protocols and diagnostic guidelines, or engineers finding technical documentation in seconds, LLMs are breaking down information silos across industries. By streamlining access to critical data, businesses empower their teams to make informed decisions faster, collaborate seamlessly, and stay ahead in a rapidly evolving landscape.

Charting the Future with AI Search Engine

As we stand at this transformative junction, AI isn’t just changing how we find information, AI is fundamentally reshaping our digital interactions. The democratization of Artificial intelligence through platforms like OpenAI and others has turned cutting-edge AI capabilities into accessible AI tools for businesses of all sizes.

The accessibility has sparked a revolution. Healthcare professionals can now instantly access life-saving protocols, manufacturers are streamlining operations with predictive maintenance, and even small businesses can offer sophisticated search experiences that rival tech giants. The explosion of open-source AI tools has created a playground where innovation knows no bounds.

At Mantra Labs, we’re at the forefront of this search revolution. Our expertise spans custom-built LLMs and robust data engineering pipelines. Whether enhancing internal knowledge management, improving customer experiences, or building next-gen search applications, we’re here to help turn your vision into reality. Let’s shape the future of search together.

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NPS in Insurance Claims: What Insurance Leaders Are Doing Differently

Claims are the moment of truth. Are you turning them into moments of loyalty?

In insurance, your app interface might win you downloads. Your pricing might drive conversions.
But it’s the claims experience that decides whether a customer stays—or leaves for good.

According to a survey by NPS Prism, promoters are 2.3 times more likely to renew their insurance policies than passives or detractors—highlighting the strong link between customer advocacy and retention.

NPS in insurance industry is a strong predictor of customer retention. Many insurers are now prioritizing NPS to improve their claims experience.

So, what are today’s high-NPS insurers doing differently? Spoiler: it’s not just about faster payouts.

We’ve worked with claims teams that had best-in-class automation—but still had low NPS. Why? Because the process felt like a black box.
Customers didn’t know where their claim stood. They weren’t sure what to do next. And when money was at stake, silence created anxiety and dissatisfaction.

Great customer experience (CX) in claims isn’t just about speed—it’s about giving customers a sense of control through clear communication and clarity.

The Traditional Claims Journey

  • Forms → Uploads → Phone calls → Waiting
  • No real-time updates
  • No guidance after claim initiation
  • Paper documents and email ping-pong

The result? Frustrated customers and overwhelmed call centers.

The CX Gap: It’s Not Just Speed—It’s Transparency

Customers don’t always expect instant decisions. What they want:

  • To know what’s happening with their claim
  • To understand what’s expected of them
  • To feel heard and supported during the process

How NPS Leaders Are Winning Loyalty with CX-Driven Claims and High NPS

Image Source: NPS Prism

1. Real-Time Status Updates

Transparency to the customer via mobile app, email, or WhatsApp—keeping them in the loop with clear milestones. 

2. Proactive Nudges

Auto-reminders, such as “upload your medical bill” or “submit police report,” help close matters much faster and avoid back-and-forth.

3. AI-Powered Document Uploads

Single-click scans with OCR + AI pull data instantly—no typing, no errors.

4. In-the-Moment Feedback Loops

Simple post-resolution surveys collect sentiment and alert on issues in real time.

For e.g., Lemonade uses emotional AI to detect customer sentiment during the claims process, enabling empathetic responses that boost satisfaction and trust.

Smart Nudges from Real-Time Journey Tracking

For a leading insurance firm, we mapped the entire in-app user journey—from buying or renewing a policy to initiating a claim or checking discounts. This helped identify exactly where users dropped off. Based on real-time activity, we triggered personalized notifications and offers—driving better engagement and claim completion rates.

Tech Enablement

  • Claims Orchestration Layer: Incorporates legacy systems, third-party tools, and front-end apps for a unified experience.
  • AI & ML Models: For document validation, fraud detection, and claim routing, sentiment analysis is used. Businesses utilizing emotional AI report a 25% increase in customer satisfaction and a 30% decrease in complaints, resulting in more personalized and empathetic interactions.
  • Self-Service Portals: Customers can check their status, update documents, and track payouts—all without making a phone call.

Business Impact

What do insurers gain from investing in CX?

A faster claim is good. But a fair, clear, and human one wins loyalty.

And companies that consistently track and act on CX metrics are better positioned to retain customers and build long-term loyalty.

At Mantra Labs, we help insurers build end-to-end, tech-enabled claims journeys that delight customers and drive operational efficiency.
From intelligent document processing to AI-led nudges, we design for empathy at scale.

Want a faster and more transparent claims experience?

Let’s design it together.
Talk to our insurance transformation team today.

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