AVI – Virtual Assistant of Icatu Qorus-NTT DATA Innovation in Insurance Awards 2026

AVI, Virtual Assistant of Icatu, was conceived from the opportunity to apply generative artificial intelligence to enhance brokers’ experience, increasing operational efficiency, business generation, and the quality of consultative life insurance sales.

The project’s main objective was to provide brokers with a fluid, conversational access, via WhatsApp, to the functionalities of Casa do Corretor, the digital platform launched in 2011 for sales and portfolio management, without requiring login to the portal. Activities such as quotations, document submission, technical product information, active client indicators, and commission data can now be performed within seconds, anytime and anywhere. In the insurance market, particularly in life insurance, brokers play a fundamental role as the trusted link between the insurer and the client. It is a highly complex product that requires a personalized approach and strong technical knowledge. In this context, AVI was developed as a pioneering solution in the Brazilian insurance market by integrating generative artificial intelligence, machine learning, and an API-based architecture into a tool designed specifically to support intelligent portfolio management and strengthen the commercial channel. The solution accepts interactions through text, audio, and images, interprets the broker’s intent, automatically decides whether to retrieve answers from its structured knowledge base or trigger corporate APIs, and delivers contextualized responses through language models, ensuring security, personalization, and agility in the experience. These interactions also generate data and insights that feed back into decision-making processes and help identify new business opportunities.

The project was developed by a multidisciplinary working group that, in addition to the technology partner, involved the teams responsible for Casa do Corretor, Digital Solutions, Innovation, Infrastructure, IT Architecture, Information Security, and Marketing.

The results achieved reinforce the relevance of the initiative. From an operational perspective, the average quotation time was reduced from approximately five minutes in the traditional portal to around 40 seconds through conversational interaction, representing an 85% reduction in the time dedicated to this activity. Since its launch until January 2026, the tool has maintained an average of 250 monthly active unique users, achieving a 94.29% interaction success rate, with an average usage time of around 15 minutes, demonstrating consistent adoption and meaningful engagement among brokers. AVI therefore represents a strategic move toward transforming the distribution channel, consolidating the practical application of generative artificial intelligence in the Brazilian insurance market and reinforcing the company’s commitment to innovation centered on people, data, and continuous evolution.