Chatbot 8vo Retiro Qorus-NTT DATA Innovation in Insurance Awards 2026

Concept & objectives

This initiative involved the design and deployment of a generative‑AI conversational chatbot to support affiliates during the 8th pension fund withdrawal (up to 4 UIT).

The main objectives were to:

• Absorb extraordinary demand peaks without scaling human resources.

• Ensure 24/7 immediate assistance during a critical regulatory event.

• Protect digital channel stability and operational SLAs.

• Achieve structural cost efficiency compared to traditional service models.

The chatbot was deployed across the highest‑traffic channels —public website, official withdrawal landing page and private customer portal— covering virtually 100 % of the digital customer journey.

Rationale

The approval of the 8th withdrawal created an unprecedented operational challenge:

• +300 % expected increase in calls to traditional channels.

• +200 % increase in digital logins, with high risk of service degradation.

• Tens of thousands of repetitive but critical queries concentrated over short periods.

Scaling human support was neither fast nor sustainable. The chatbot enabled a strategic decision to decouple demand growth from cost growth, ensuring continuity of service at scale.

Competitive landscape

While many industry players respond to regulatory events by reinforcing call centers or branches, this initiative adopted a digital‑first, AI‑driven operating model, achieving:

• More than 95 % reduction in unit service cost versus call center and branch service.

• Consistent, legally validated messaging across all interactions.

• Immediate scalability to hundreds of thousands of interactions without service degradation.

Sources of inspiration

• Historical analysis of queries from previous withdrawal processes.

• Pareto analysis of contact‑center interactions.

• Official regulatory communications.

• Internal best practices for automation in crisis scenarios.

Departments involved

• Customer Experience & Service Channels

• Digital Channels & Web Technology

• Legal & Compliance

• AI teams

• External AI technology partner

More than five key business and technology areas collaborated to ensure rapid and compliant deployment.

Key results achieved

• 1.2 million conversation sessions handled in 4 months.

• Over 96 % of queries resolved automatically.

• More than 95 % reduction in unit cost of service.

• Massive decongestion of traditional service channels.

• Continuous stability of digital platforms throughout the regulatory event.