PUE has collaborated with Databricks in the development of a digital assistant with Generative AI for policy management at Santalucía, one of the main insurance companies in the country. The objective of this project is to improve efficiency in customer service, speeding up response times and optimizing the work of its agents.
The insurer handles large volumes of data, both structured and unstructured, including data on claims, coverage, receipts, procedures, employees, customers and policies. Generative AI has therefore become a unique opportunity to apply it to its systems.
“Collaboration with PUE has been very positive thanks to the willingness and proactivity with which they have helped to bring the project forward. We greatly value the immediate availability of expert and certified professionals who know the current platforms on the market and are able to work with technology that changes up to twice in a single day,” says Manuel Valero Méndez, Head of Big Data at Santalucía Seguros.
The impact of generative AI in the insurance sector
Thanks to its team of Databricks-certified professionals, PUE has facilitated the successful implementation of the policy assistant, turning a proof of concept into an operational project. This has opened up new opportunities to incorporate GenAI into other areas of the company.
Since it is essential to know whether a policy covers certain damages, the accuracy of the answers is key. Using the ‘LLM as a judge’ methodology, together with adjustments to the vector database and the prompts, satisfactory quality levels have been achieved.
The wizard reduces the consultation time from 90 seconds to just 13
Thanks to this tool, policy documents can be consulted easily and in natural language. In this sense, the consultation time for agents in coverage has improved by 85%, going from 1.5 minutes on average to just 13 seconds.
In terms of response accuracy, the score has gone from 3.4 out of 5 to over 4 points, thanks to the incorporation of elements such as Azure Cognitive Search or the final step that adds agent verification.
The assistant, which is available on any device, offers near real-time responses and can work with hundreds of documents. It also helps reduce the learning curve for new hires or for products added to the company’s offering.
