Nationale-Environmentan Lanza ‘Nnia’, an artificial intelligence tool developed entirely In House which is born with the double purpose of enhancing and improving both the agent and the client’s experience. This technological solution, a pioneer in all the business units of the NN Group, seeks to value the proximity in human treatment, offering the company’s professionals agile and precise access to the information they need to offer the best service to people who seek help in matters of protection, savings or investment. Its development has been made based on the experience of the Nation-Nederlanden agents network since it has been built from its testimonies, requests and suggestions.
The tool allows to consult, in a structured and intuitive way, key content on products, conditions, processes, campaigns and documentation relevant. Thanks to the use of AI, ‘Nnia’ reason and understands user questions in natural language and offers relevant answers, always in a controlled and sure environment that guarantees the reliability of information. In addition, it is able to generate personalized arguments understanding the needs of each client; while offering the opportunity to create formative material or specific content for social networks.
This solution improves response times, reduces operational complexity and releases repetitive tasks agents, allowing them to focus on what really provides value: custom customer accompaniment. In addition, it raises the quality of care by offering complete and updated information in each interaction.
The ‘Nnia’ design has had as priority the ease of use, the practical utility and reinforcement of the agent’s role. Among the functionalities include search history, direct access to documentary sources and an assessment system that allows feedback for continuous system training to be collected.
«The launch of Nnia is a crucial step in our commitment to offer the best possible experience to our agents. This artificial intelligence tool not only optimizes operational efficiency, but also reinforces the role of the agent as a close and expert figure. By providing agile and precise access to key information, Annia allows our agents to focus on what really matters: to offer a personalized and high quality service to our customers. We are convinced that this technological innovation will mark a before and after in the way our agents interact and meet the needs of our clients ”, Alex Bogman, Deputy Director General and CSO of Nationale-Enderlanden points out.
In its pilot phase, the tool was tested by a total of 150 agents with different levels of experience and roles within the commercial network to be able to meet the company’s high standards. The monitoring of the pilot, supported by Power BI and advanced analytical techniques such as clustering and NLP, has allowed to identify patterns of use, areas of improvement and opportunities for evolution.
With this launch, Nationale-Environmenten continues to reaffirm its commitment to responsible innovation, promoting the use of a technology that does not dehumanize, empowering its agents to offer a more agile, personalized and quality service.
