Contact AI Qorus-NTT DATA Innovation in Insurance Awards 2026

Every day, Fidelidade’s Contact Center handles an average of 10,000 calls, and around 8,000 require authentication processes. In other words, repetitive yet essential triage tasks that consume time and resources. This is where automation can make a real difference. Not to replace people, but to free them for tasks where each person can truly add value. It is with this principle in mind that Contact AI was created - Fidelidade’s IVR solution, developed with Artificial Intelligence by internal teams. Contact AI is an automated customer service system that performs telephone triage in a fast, secure, and intelligent way.

Its main goal is to screen calls very carefully, identify the purpose of the call very assertively, and thus be able to forward it to the best operator. During the call, when required, the system authenticates each customer and may request up to three identification elements: Tax Identification Number, date of birth, and postal code. A process designed to ensure security, efficiency, and trust. And because every interaction is unique, Contact AI adapts to the customer’s pace. If authentication is not successfully completed, call is automatically transferred to a customer service agent with a clear identification in which step was interrupted so the operator can resume from where it left off. Technology takes care of what is repetitive and assists in a clarification of what the customer’s intent is. People take care of what requires proximity, empathy, and decision-making. Available in Portuguese and English, Contact AI ensures an accessible and consistent experience for all customers.