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Case study
Conversational AI for a Spanish Insurance Firm
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Challenges
The client was experiencing growing customer service challenges as policyholder expectations shifted toward digital, on-demand experiences while their traditional call center model struggled to adapt. Their existing service approach was creating both customer satisfaction issues and operational inefficiencies.
- Limited Service Availability: Service was restricted to business hours (9 am-6 pm weekdays), forcing customers to wait for answers to basic questions and creating significant Monday morning call volumes.
- Agent Productivity Challenges: Service representatives spent 65% of their time on routine inquiries (policy details, billing questions, claim status) rather than value-added
assistance. - Multi-Channel Fragmentation: Customer communications arrived through disconnected channels (phone, email, website forms) with inconsistent response times and no unified conversation history.
Aspagnul Solution
Aspagnul developed a comprehensive conversational AI system designed for insurance operations and trained on the client’s specific products, policies, and procedures. The solution is integrated across digital channels while maintaining seamless handoff to human agents for complex scenarios.
- Insurance-Specific Language Understanding: Custom natural language processing models were trained on insurance terminology, policy documentation, and thousands of historical customer interactions to ensure accurate comprehension of insurance-specific inquiries.
- Omnichannel Implementation: Conversational capabilities are deployed consistently across website chat, WhatsApp, mobile app, and SMS channels, providing a unified customer experience regardless of contact method.
- Agent Augmentation Focus: The system was designed to handle routine inquiries while enhancing agent capabilities through real-time assistance during complex conversations rather than replacing human service.
Timeline & Process
Integration Approach
The solution implemented webhook-based integration with the existing contact center platform for seamless conversation handoff when human intervention was required. A unified customer profile API maintains consistent context across multiple conversation sessions and channels.
All integrations implemented role-based access controls and end-to-end encryption to maintain data security throughout the conversation lifecycle.
Compliance Considerations
General Data Protection Regulation (GDPR)
Implemented appropriate consent management, data minimization, and purpose limitation with comprehensive documentation of processing activities.
Insurance Distribution Directive (IDD)
Ensured appropriate disclosures and limitations when providing product information and maintained clear escalation paths for advice scenarios.
Directorate General of Insurance (DGS) Requirements
Satisfied Spanish insurance regulator expectations regarding customer communications, complaint handling, and record-keeping.
Spanish Insurance Contract Law
Maintained compliance with legal requirements for policy information, notifications, and customer communications.
ePrivacy Regulations
Ensured proper handling of electronic communications and appropriate consent for channel usage.
Results
The implementation delivered substantial improvements across customer experience, operational efficiency, and business capabilities:
01
Customer Service Enhancement:
- Extended service availability from 45 hours weekly to 24/7/365
- Reduced average response time from 8 hours to instant for contained inquiries
- Decreased average resolution time for routine matters by 85%
- Eliminated channel-based service inconsistencies
02
Operational Efficiency:
- Achieved 78% automation rate for routine policy and billing inquiries
- Reduced call center volume by 42% through digital channel containment
- Decreased email backlog by 86% through automated handling
- Eliminated the need for planned customer service team expansion
03
Agent Performance:
- Increased complex case handling capacity by 35% per representative
- Improved first contact resolution rate from 64% to 88%
- Reduced average handling time for escalated cases by 25%
- Enhanced customer satisfaction scores for human-assisted interactions by 22 points
Client Impact
The dramatic improvement in basic service metrics enabled the company to reposition its human agents as valued advisors rather than transaction processors, strengthening customer relationships despite increased automation. Operationally, the solution allowed the company to accommodate 35% growth in policy volume over the following 18 months without corresponding increases in service staff, creating sustainable economics for their expansion plans.
Based on this success, the client subsequently expanded their engagement with Aspagnul to implement AI enhancements to their underwriting and claims processes, citing both the measurable performance improvements and the smooth implementation experience of the conversational AI project.
