Case A · Expand I (parent: Meridian overview). From market signal through discovery to a written problem reframe.

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1. Pre-opportunity context

1. Market sensing — insurers want GenAI; fear harm, privacy, hallucination, regulation, legacy, weak governance.
2. Marketing — responsible-AI report + insurance roundtable → senior conversation, not a product pitch.
3. Account — relationship partner with COO and CRO on priorities, not demos.

SE lesson: content that surfaces risk and operating-model questions creates better opportunities than feature webinars.

2. Qualification

Lens	Finding
Need	Reduce handle/search time; improve consistency
Urgency	Board plan ~3 months
Sponsorship	COO + CRO
Funding	Likely; not line-itemed
Fit	Insurance + AI + risk depth
Risk	Customer-facing GenAI too early; independence clear

Classifications considered: Qualified · Conditionally qualified · Nurture · No bid.
Outcome: Pursue. Decline single-phase “chatbot live in 90 days.”

Pursuit investment: insurance partner, AI solution lead, data architect, risk, change, commercial.

3. Discovery methods and findings

Methods: stakeholder interviews, knowledge walkthroughs, sample claim/process journeys, architecture skim, risk workshop.

Findings:

• Agents waste time searching policy and process knowledge.
• Answer quality varies by tenure; escalations spike on edges.
• Customer-facing automation touches advice-like wording → higher risk tier.
• No golden set, weak audit design, no clear knowledge owner.

4. Problem reframe

Weak ask	Engineered problem
Deploy a GenAI chatbot	Cut avoidable agent search time; improve answer consistency with human verification; build governance for future customer-facing AI

Logic: business objective → problem → root causes → capabilities → operating-model change → technology—not tool first.

5. Exit criteria to Expand II

• Written reframe signed by COO/CRO sponsors in working session.
• Risk tier agreed for Phase 1/2 (employee-facing assist ≠ customer advice).
• Initial RAID: knowledge ownership, data quality, eval gap, change capacity.