Madrid, February 15, 2021 - Ibercaja, together with IBM, a global leader in the hybrid cloud and artificial intelligence industry, and Enzyme Advising Group, a Gold partner of the technology company, have announced the incorporation of a virtual assistant for internal use that will support its more than 5,000 employees in insurance matters and allow them to offer a more agile and efficient service to their customers.
This assistant, based on IBM Watson artificial intelligence technology available on IBM Cloud, helps the Bank's client managers to easily find information related to the range of insurance products on offer and their regulations, which account for more than 2,000 and 15,000 documents, respectively. As a result, the average of 1,000 queries made daily by customer managers to the internal support service in this area has been considerably reduced, enabling the latter to speed up responses to other more value-added questions and thus improve the quality of its service. In short, it allows us to offer a more agile and efficient service, improving the customer experience.
In this regard, Pedro Cervera, Ibercaja's Director of Organization assures that "the result has been very positive and the training of the virtual assistant has been more agile than in previous experiences with other providers, so we hope to extend its use even to the end customer".
"IBM's artificial intelligence and cloud capabilities are helping leading companies in their sectors to digitally transform, automate processes, become more agile and provide a better response to their customers, who are increasingly demanding more," said Javier Valencia, vice president of Technology at IBM Spain.
"In the current moment of digital transformation, artificial intelligence technology is key to optimizing Ibercaja's customer service," added Álvaro Ortín, CEO of Enzyme Advising Group.
The assistant has been developed by Enzyme Advising Group with IBM Watson Assistant and IBM Watson Discovery artificial intelligence technology, available on IBM Cloud, and the Enzyme Watson Accelerator (EWA), a tool aimed at maximizing the benefits of IBM Watson components, speed and configuration.
Source: IBM News Room