CDL accelerates agentic AI rollout with Dynatrace platform
Insurtech provider CDL has strengthened its plans for agentic artificial intelligence through a working relationship with Dynatrace, an AI-based observability platform. CDL reports that this collaboration enables its customers to obtain new insurance policies in seconds, using real-time cost and performance data to underpin its next stage of AI deployment.
Operational insight
The use of Dynatrace's platform has given CDL an integrated view of its technology operations. This unified monitoring approach replaces multiple previous observability systems with a single platform, which has enabled a reduction in tools from ten to one. CDL states this has reduced licensing costs and accelerated onboarding for new staff.
Visibility across customer touchpoints has also expanded. The platform tracks metrics such as the Application Performance Index, providing feedback on the insurance experience for both end users and CDL's clients. The result has been a measured 10% increase in customer satisfaction scores, the company reports.
AI agent rollout
The efficiencies delivered by Dynatrace are being used to quicken the release of agentic AI tools. These tools are aimed at automating routine insurance processes, such as managing mid-term changes and issuing new policies. Previous process bottlenecks, CDL reports, have been identified and addressed more rapidly, with the observability platform supporting the adoption of updates such as those to large language models.
"Dynatrace changed the game for CDL by simplifying a traditionally complex insurance ecosystem, allowing us to go from being reactive to proactively resolving issues before they impact our customers. With Dynatrace, we have a single source of truth that ultimately enables us to focus on the things that matter, helping our customers to deliver better insurance journeys for their own customers," said Chris Buckley, Head of Operations, CDL.
Cost and compliance
Monitoring of AI usage and associated costs is a key feature of the partnership. CDL's governance teams have been given detailed oversight of large language model spending through support for OpenLLMetry. This not only assists with internal optimisation but also addresses regulatory and transparency requirements in insurance operations.
Dynatrace's platform enabled CDL to detect and resolve issues such as excessive token consumption due to an outdated AI model. By updating from an earlier version, CDL prevented further inefficiencies.
Performance and speed
Insurance providers often face commercial risks due to latency in their platforms. With full observability over both cost and technical performance, CDL is developing AI agents that enable policy transactions to be completed within seconds. Response times and system reliability can now be monitored centrally, supporting the delivery of faster customer outcomes.
CDL's technology teams now combine performance metrics and diagnostic traces within Dynatrace's system. The company states that this centralisation allows them to resolve software issues more rapidly and to prevent user-facing problems before they arise.
"With the AI observability Dynatrace provides, we were able to accelerate our roadmap significantly. It eliminated the guesswork, allowing us to get our AI agents to market faster. We just needed to drop in the Dynatrace SDK and had instant visibility into Amazon Bedrock Agents. When it comes to large transformational changes like AI, Dynatrace is a critical enabler to rolling it out to the enterprise at scale," said Matt Eisengruber, Head of Architecture, CDL.
