Noelia Alvarez Martinez
Santalucía Seguros
AI Service Delivery Lead & Data Scientist
Spanish insurer Santalucía Seguros won bronze in the Operational Efficiency category of the Qorus-NTT DATA Innovation in Insurance Awards 2025 for its Agent Virtual Assistant (Policarpo). This AI-powered tool, built on Microsoft Teams using RAG architecture, delivers fast and accurate responses. It has boosted agent efficiency and product knowledge while slashing response times by 85%. Noelia Alvarez Martinez, AI Service Delivery Lead & Data Scientist, tells us more about this innovative project and the impact of recognition on a global stage.
Can you introduce yourself and tell us more about your role at your company?
I’m Noelia, and I currently work as a Service Delivery Lead within Santalucía’s AI team. In this role, I lead the delivery and implementation of AI projects across the company, ensuring they generate real business impact and are aligned with strategic objectives.
My background is originally technical, as I worked as a developer within the same team before moving into project management. This has given me a strong understanding of AI technologies and models, allowing me to bridge the gap between technical teams and business stakeholders effectively.
I’m also responsible for our communication and knowledge sharing initiatives within the AI area, promoting the adoption of our solutions and building awareness about the value of AI across the organization.
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What made you most proud of the winning project? What was your greatest achievement in making it happen?
In the end, what makes me most proud about having a project receive international recognition is that it is an achievement shared by all my colleagues who have been developing and improving it day by day. They have managed to overcome all the challenges that have come up over the past few months. I believe the greatest accomplishment of this project has been demonstrating the capabilities of generative AI to improve the daily work of our entire agency network.
What’s the most important thing you would tell someone considering embarking on a similar project?
In this regard, I would dare to say that the most important thing is the ability to adapt to a constantly evolving technology. At any moment, a change in the base model provider can lead to a shift in the Assistant's behavior, so it's crucial to quickly detect these variations and know how to address them.
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What's coming next for the project?
The project has several paths for evolution. We are currently exploring the integration of a larger amount of documentation. We are also working on integrating it into new portals to allow more Santalucía employees to access it. Therefore, the future of Policarpo is truly promising.
What would you say to companies that might consider entering the 2026 Insurance Innovation Awards?
I would tell them that it’s a unique opportunity for their project to gain international exposure, with all the benefits that entails. However, they should keep in mind that this is an award that requires preparation and time to ensure the project is well-documented. Without a doubt, the effort it demands is absolutely worth it.
What does this award mean to you and your innovation team?
It’s a great source of pride—not only for having won the award and seeing all the effort put into the project recognized, but also for being part of a company like Santalucía that allows us to innovate and experiment with cutting-edge technologies in the field of AI.
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