9BOX (Nine Box) Qorus-NTT DATA Innovation in Insurance Awards 2025

Submitted by

Bradesco Seguros

Premium

21/02/2025 Insurance Innovation

A customer-centric digital journey with the 9BOX (Nine Box) project of automated machine monitoring in 8 indicators, divided into 2 categories (performance and behavior) and classified into 9 boxes that measure the quality of call center services.

Innovation details

Country
BrazilCategory
Product & Service InnovationKeyword
Customer experience, Operational excellence & efficiency, Customer service, AI & Generative AI, Contact center & Chatbots, AutomationBusiness Line
Commercial InsuranceDistribution Channel
Online / Direct

Innovation presentation

The Customer Relationship area undertook a customer-centric digital journey with the 9BOX (Nine Box) project: Innovation, AI, and Online Data in Performance and Behavior Indicators in Call Center Services. The project monitors 8 indicators: Adherence, Absenteeism, Quality, Behavioral Complaints, AHT, NPS, Pension Retention, and Sales Conversion, divided into 2 categories: performance and behavior. These indicators are classified into 9 boxes: Insufficient, Work on Values, Develop Behavior, Verify Situation, Improve Behavior and Technique, Improve Behavior, Develop Technique, Improve Technique, and Highlight, which measure the online performance and behavior of call center services.

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