Wakam empowers teams with self-service data intelligence while reducing processing time

About Wakam

Wakam is a B2B2C insurance company that designs custom insurance solutions distributed as white-label products through its Play & Plug® technology platform. Their solutions reach customers through 100 distributor partners across 32 countries. With a turnover exceeding €836 million in 2024, Wakam has established itself as the European leader in digital and embedded insurance.

As a mission-driven company employing 250 people across 5 European countries, Wakam operates with the purpose of "making insurance transparent and impactful." The company has built its corporate culture around 11 cultural markers that promote collaboration, curiosity, learning, open-mindedness, and innovation.

The challenge: Siloed data systems restricted insights for business intelligence 

Before implementing Dust, Wakam struggled with fragmented data accessibility issues that limited business intelligence. Data was scattered across multiple systems, including their data platform, Excel files, Notion, their CRM, SharePoint and other business tools. This made data integration and consistency challenging, limiting teams from getting a complete data and insight picture when making decisions.

Without enough data scientists and analysts to support demand, Wakam struggled to provide its teams timely access to data. When someone needed quick answers, they'd have to wait in line figuratively, hence slowing down the business:  

• Data experts wasted time running basic queries instead of more valuable analysis
• Different teams kept gathering the same information and duplicating work
• They couldn't make decisions quickly enough

The solution: Dust agents to break data silos and analyze data

Wakam first tried to build their own AI solution from December 2023 to June 2024 but the team realized this approach wasn't fast enough.

“The market was evolving faster than we could build, and we needed an enterprise-grade platform that could integrate with all our data sources right away. That's why we turned to Dust.” Etienne Debost, Head of Architecture, Cloud Platform & GenAI, Wakam

Dust ticked all their boxes and met all technical requirements, such as:

• Connecting directly with their existing systems (Microsoft ecosystem, Notion, Slack, SharePoint, our CRM, our Data Platform)
• Open APIs to allow full customization for Wakam
• Capable of supporting specialized AI agents for data analysis

Wakam put together a core team to lead Dust’s implementation into the company and a network of  "AI champions" across departments to drive adoption. They kicked things into high gear with regular hackathons, including one in December 2024 with 13 experts from different departments, followed by another in January 2025 to build even more agents.  

Two specialized AI agents were developed to make data accessible and actionable in Wakam: the Partner 360 agent and the Data Analyst agent. 

Both agents use Dust’s connectors to pull data from multiple sources, including web intelligence, CRM data, financial data, and contracts data.

Partner 360 Agent: complete partner intelligence

This agent gives teams a complete picture of any Wakam's partners by pulling together and analyzing data from multiple sources.

Key capabilities: 

• Market intelligence monitoring: The agent monitors partners' market activities by collecting external data from news, press releases, and announcements. It analyzes competitive positioning and tracks market trends, including new products, consumer preferences, and regulations that could impact partnerships.
• Commercial and financial performance analysis: The agent analyzes Monthly Performance Reports to track partner financial metrics, including Gross Written Premium (GWP), Gross Earned Premium (GEP), Loss Ratio, and Commission Ratio over time. It monitors revenue and net income to assess long-term financial performance.
• Operational and legal assessment: The agent can scan through partnership contracts stored in SharePoint to pull out key information without manual review. It examines how partnerships function day-to-day, identifying inefficiencies or areas for improvement in processes. It can also flag important dates, renewal periods, reporting requirements, and other contractual conditions that need attention so the team is not caught unaware. 
• Credit risk assessment: The agent can retrieve and interpret Dynamic Risk Assessment scores, helping teams understand the current risk level associated with each partner. It watches for warning signs in financial data that might indicate stability issues. When concerning patterns emerge, the agent brings them to attention so teams can address potential problems before they become serious.

Data Analyst Agent: company-wide data empowerment

This agent brings data analysis capabilities to everyone in the company, not just the data specialists. It's like giving each employee a personal data analyst who's ready whenever needed.

“What's great about our Data Analyst agent is how it provides democratized access to data across Wakam. People who never thought of themselves as 'data people' are now exploring complex datasets through natural language conversations. They're not waiting for reports anymore, they're discovering insights on their own.”
Etienne Debost Head of Architecture, Cloud Platform & GenAI, Wakam

What makes the Data Analyst agent special is how it presents this information. Rather than just providing raw data, it creates appropriate visualizations that make the data easy to understand and provides context for the numbers by comparing to benchmarks or past performance. It also highlights notable patterns or anomalies that might need attention and suggests potential next questions based on the initial findings.

Key capabilities: 

• Business performance analysis: the agent helps teams understand key business metrics and performance indicators by pulling current and historical performance data across product lines. It compares performance across time periods to reveal growth trends, segments analysis by product, region, and partner dimensions, and generates visual insights to make patterns easily identifiable.
• Product performance monitoring: The agent delivers actionable product insights by measuring retention rates across products and customer segments. It identifies factors driving customer satisfaction and retention, compares performance metrics between different products, and spots data-driven opportunities for product improvements.
• Operational efficiency analysis: The agent optimizes business processes by monitoring processing times for claims and underwriting workflows. It identifies bottlenecks in operational processes, measures the impact of process changes and new tools, and benchmarks operational metrics against company and industry standards.

Results: company-wide self service analytics and partner intelligence processing time reduced by 90%

Partner intelligence processing time reduced by 90%

The Partner 360 agent has cut process time by 90% for the Partner Intelligence web research. Time spent on data processing and reports has also been reduced by 50%, thanks to the Data Analyst agent.

“The Partner 360 agent has transformed how we understand our partners, reducing what used to take days of manual research across multiple systems into minutes of conversation with an AI that has all the information at its fingertips. This isn't just about saving time—it's about making better, more informed decisions that strengthen our partnerships.”
Alexandre Morillon, CEO of Wakam

Democratized data access across the organization

Dust has fundamentally changed how Wakam approaches data analytics, creating a truly self-service environment that enables:

• Data access for everyone: Teams can now interact with complex data systems using plain language, reducing technical barriers and dependency on data specialists
• Faster decision-making: Teams get critical information faster and can make decisions backed by data, without waiting for reports from the data departments
• Better resource allocation: Data specialists focus on high-value analysis instead of running basic queries, while business teams access the insights they need directly
• Improved collaboration: Departments share insights more effectively with consistent metrics and standardized reporting across the organization

Wakam's adoption of Dust has grown significantly in a short time. From September 2024 to July 2025, they expanded from 29 to 220 users, reaching a 75% adoption rate across the organization. The number of AI agents has grown to 130, including 40 specialized AI agents developed by the company and 90 personal agents created by employees.

Looking to the future, Wakam plans to enhance its data capabilities on Dust in several ways by moving from descriptive to predictive analysis and developing forecasting models.