Qorus Innovation in Insurance Awards 2024

Integration between Alexa and WhatsApp in the Private Pension Plans Statement journey

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Q+
18/04/2024 Insurance Innovation

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BB Seguros has made available on BB's Skill, on Alexa, a solution for checking balance and private pension plans statements, with invisible overflow to WhatsApp.

Innovation presentation

By using BB’s Alexa and WhatsApp together, BB Seguros is innovating by using a multi-channel solution that enhances the customer experience and satisfaction. Some of the benefits are:

Convenience: Customers can use voice commands to request their statements, without having to type or navigate menus.

Speed: Customers receive their statements instantly on their WhatsApp

Flexibility: Customers can choose the channel that suits their needs and preferences, and switch between them as they wish.

Uniqueness of the project

The uniqueness of this project is the innovative solution that integrates different service channels, allowing users to consult the balance and statement of their Social Security in the BB Skill on Alexa and receive the statement on WhatsApp.

This is done through an invisible overflow to WhatsApp, which means that the user does not need to leave the BB Skill on Alexa to receive the statement on WhatsApp. Innovation from the cutting edge of technology, which has allowed this invisible overflow without bumps for the user, but also in the customer experience, who can, for the first time, interact by voice with an assistant to request information that will be delivered by text or media on the appropriate channel.

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