SofIA: an AI-powered assistant integrated into Microsoft Teams Qorus-NTT DATA Innovation in Insurance Awards 2026

Our project set out to transform how support is delivered to BS insurance agents by replacing a ticket‑based model with a faster, more intuitive system fully integrated into Microsoft Teams. The introduction of this new channel allowed BS insurance agents to receive assistance instantly and directly in the environment they use every day.

Our new channel includes the integration of SofIA, our AI‑powered assistant, marked a decisive shift in the way inquiries are managed. Built on a unified and validated insurance and pension knowledge base, SofIA provides immediate and accurate responses. This innovation has significantly reduced waiting times and improved user satisfaction, eliminating friction and ensuring consistent, high‑quality information across the organization.

Regarding the results, this application handles 2,600 inquiries per month. We have recently launched an MVP in which inquiries about two products lines—representing 50% of the total—are routed through a new workflow that directs to Sofia all questions it can answer without the intervention of one of our agents, which have already reached 60% in the first weeks of implementation. We will continue enriching her knowledge so that she gradually increases her coverage and reaches 70% of all product-related inquiries by 2026. The satisfaction score from BS insurance agents for the inquiries answered directly by Sofia has been 9.9, clearly reflecting a significant improvement in the overall customer experience.

As SofIA became part of the workflow, the role of human support agents naturally evolved. They are now able to focus on complex cases that truly require their expertise, while general queries are resolved autonomously. Service agents have actively participated in this evolution, acquiring new digital and analytical skills and embracing AI as a natural part of their daily work, reinforcing our commitment to upskilling and future readiness.

A critical aspect of this innovation was the organizational and technical complexity required to bring it to life. The project demanded close coordination among multiple internal and external teams, each with distinct systems, priorities, and development methodologies. Genesys and Telefónica acted as key technology partners, our internal IT teams ensured secure and scalable integration, Carver supported solution development, and the Business and Legal/Compliance areas provided essential functional and regulatory expertise. Orchestrating all these contributors into a single, coherent workflow required rigorous governance, continuous alignment, and a shared long‑term vision.

More than technological improvement, this initiative has strengthened collaboration, reduced operational risk, and simplified team coordination and coverage. Above all, it has fostered a shared sense of responsibility and innovation, positioning our workforce to confidently embrace upcoming challenges and leverage AI as a strategic partner.