Santalucía has optimized customer service, by Microsoft’s hand, by generative artificial intelligence (AI) virtual assistants, reaching 70% efficiency in the management of insurance consultations. The implementation of an advanced analytical platform has significantly improved the predictive capacity and decision making.
In addition, the empowerment of its financial platform with SAP Rise and the use of Microsoft Azure have reinforced their technological infrastructure, aligning with European Dora regulations. This association has allowed the insurer to continue her commitment to innovation, digitalization and excellence in the service.
One of the most prominent advances is the development of a generative virtual assistant, which provides support to more than 300 commercial agents, available 24 hours a day on any device. This tool, driven by Microsoft Azure, allows us to resolve consultations on home insurance, death and risk with 70% efficiency, optimizing both customer service and commercial equipment productivity.
The insurer and the technology company meet a year of implementation of AI -based solutions and advanced analytics to improve operational efficiency and customer service
“Collaboration allows us to access the best and most innovative solutions in the market, which drives our competitiveness and reflects a deep commitment to continuous transformation to be able to offer the best service and the best experience to our clients in a constantly evolving environment”stands out Andrés Romero, Director General of Santalucía.
Improved customer service
To guarantee compliance with the General Data Protection Regulation (GDPR), Santalucía has developed a generative -based solution that reviews more than 3,000 monthly calls to customers. This tool ensures the correct reading of mandatory clauses, minimizing legal risks and guaranteeing regulatory compliance.
In her commitment to technology, the insurer has migrated her SAP platform to SAP Rise with the support of Microsoft Azure. This transformation has strengthened its operational capacities, improved the efficiency of financial processes and attracted specialized talent, placing the company at the forefront of the insurance sector.
In this way, both companies encourage intra -entrepreneurship through collaborative days in which three viable products (MVP) based on AI developed. In addition, they have strengthened the Santalucía Program, offering preferential access to startups on the Microsoft Founders Hub platform, thus promoting innovation and growth of the entrepreneurial ecosystem.
