Mapfre has implemented a new artificial intelligence (AI) based super-assistant in order to reinforce customer service across all its relationship channels, from the 'contact center' to digital environments and instant messaging, as the company detailed in a statement.
With this initiative, the insurer aims to be available to its policyholders 24 hours a day, shorten waiting times, and offer more personalized service. In the case of older people, voice interaction aims to reduce barriers to using digital channels.
"The solution acts as an orchestrator that understands the customer's need, guides them through the channel that best suits their situation, and, when necessary, connects with a human professional without losing context, turning the different channels into entry points to a single continuous and coherent experience," Mapfre stated.
In cases where the interaction requires "judgment, empathy, negotiation, or exception management," the system transfers the user to a human professional while retaining all the information already collected, thus preventing the customer from having to repeat their data or query.