Generative AI Chatbot for MTIBU – the Motor Transport Insurance Bureau of Ukraine
As an AWS Advanced Tier Partner, we build AI and cloud solutions on AWS. This case study shows how we helped MTIBU answer MTPL insurance questions around the clock, with every answer based on official documents.
Try the AI assistantOverview
The Challenge
MTIBU receives many questions from insurers, claimants and partners about MTPL insurance conditions, rules and claim procedures. Agents had to search regulatory documents by hand for each request, which slowed answers and increased the contact center’s workload.
There was also no automatic way to spot urgent cases, such as accidents with injured people, and no way to get accurate answers outside business hours.
The Solution
Tech-5 built a serverless AI chatbot on Amazon Bedrock that answers MTPL questions 24/7 in Ukrainian. Every answer is based on MTIBU’s official regulatory documents and always includes links to the sources.
How it works
The chatbot uses RAG with Amazon Bedrock Knowledge Bases and Amazon OpenSearch Serverless. Each question is classified and sent to the right model: Amazon Nova 2 Lite for simple conversation, and Anthropic’s Claude Haiku 4.5 for regulatory questions – balancing quality, speed and cost.
Critical cases are detected automatically and escalated with operator contact details, and off-topic questions are redirected to the contact center. MTIBU staff update the knowledge base themselves through an admin dashboard, without needing developers.
“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
Amazon Bedrock (Claude Haiku 4.5, Amazon Nova 2 Lite)
Bedrock Knowledge Bases, OpenSearch Serverless
AWS Lambda, API Gateway, Cognito
DynamoDB, CloudFront