Opening a new round of Qorus Innovation in Insurance Awards, we are pleased to announce this month’s winner: Santalucía Seguros’ new Agent Virtual Assistant, leveraging GenAI technology to improve agent productivity and enhance customer support.
In recent years, a lot of focus and resources have gone into developing cutting-edge customer support chatbots. But the reality is, many customers still prefer to deal with a human agent, especially in the insurance industry where traumatic or stressful life events may be involved. Aiming to bridge the gap between the efficiency of AI and the human touch of agent-customer interactions, Santalucía Seguros has developed an internal GenAI chatbot that enables agents to respond more quickly and effectively to customer contacts.
The Agent Virtual Assistant is built on a Retrieval-Augmented Generation (RAG) system that processes a vast array of documents to provide agents with quick and accurate answers to customer queries. Trained to handle questions related to the company's various insurance products and coverage tiers, the system significantly reduces response times, allowing agents to address customer needs with greater speed and precision.
The key advantage of the system lies in its ability to cut response time by a remarkable 86%. Previously, agents spent approximately 1.5 minutes per query, but with the tool, the response time has dropped to just 13 seconds. This drastic improvement in efficiency has resulted in enhanced customer satisfaction, with agents able to provide more timely and reliable information.
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By utilizing a secure and scalable framework, the platform manages sensitive customer and product data while maintaining high standards of privacy. The tool also integrates advanced security measures, including anti-leaking, anti-prompting and anti-trolling mechanisms, to safeguard the integrity of the information it handles.
Launched in September 2024, the platform now serves over 3,700 agents within Santalucía’s commercial division. Besides streamlining customer interactions, agents also benefit from a continuous stream of updated information that supports their ongoing training and professional development. With 95.5% of users indicating they would now prioritize using the assistant for information retrieval, and 9 out of 10 respondents rating the tool positively, the Agent Virtual Assistant’s impact is clear.
This project exemplifies how advanced AI technologies can be harnessed to democratize knowledge, streamline internal operations and enhance the overall customer experience. By automating routine queries, the platform frees up agents to focus on more complex, high-value interactions, improving both efficiency and service quality across the organization while reducing operational costs.
Santalucía's commitment to innovation, particularly through generative AI, positions it as a leader in the ongoing transformation of the insurance industry. By promoting responsiveness, personalization and accessibility, the Agent Virtual Assistant project raises the bar in service excellence and operational efficiency. This tool not only optimizes internal processes but also leads the way toward a more efficient, people-centered insurance sector.
Congratulations Santalucía on being the first winner of this round of monthly Insurance Innovation Awards!
As Insurance Innovation of the Month for November, Santalucía Seguros’ project will automatically be nominated for the Qorus Innovation in Insurance Awards 2025. Submit before 10 December to compete for the December Innovation of the Month.
