This paper presents a case study of the Project 'DSS INSURANCE HUB'. Specifically, research activities are carried out in the context of digital transformation in the insurance service sector. In the first part of the paper, a core of Key Performance Indicators (KPIs) of insurance service performance is identified, mainly tracking agents' activities, starting to the Plan, Do, Check, Act (PDCA) process mapping of the insurance activities about claims. Then the study focused on the implementation of a Long Short Term Memory (LSTM) artificial neural network predicting the value of agent-related KPIs. In particular, the neural network is tested on the prediction of the KPI called SP defined by the ratio between the cost of the claims and the insurance premium collected. In order to validate the LSTM model, further artificial records (AR) are added for the training dataset construction, by generating 2.800 records of variables. The LSTM-AR increases of 25% the LSTM performance. The adopted approach is typical for real cases of study where often no much data is available. The LSTM model, created for the SP prediction, is suitable to calculate the value of other KPIs. The formulated KPI dashboards are implemented in a Decisional Support System (DSS) platform providing the agent activity and company information, and opportunities to improve the business processes. .