Use Case: SumoPPM AI Agent for Customer Service in
an Insurance Company
Scenario:
Imagine ‘SeguraPlus,’ an innovative insurer that has implemented an AI agent on their website, which they have named ‘Sofia.’ Sofia is designed to assist customers in real time, with secure access to their records, the company's CRM and product databases and documentation. This agent not only answers questions, but also executes complex actions such as contracting insurance, cancelling policies and requesting documents.
Key Utilities
1. Personalised and Proactive Interaction:
A customer named Javier logs into the SeguraPlus website from his personal account. Upon logging in, Sofia recognises Javier and has access to his complete history: active policies, past claims and even recent interactions Javier has had with the company.
As soon as Javier starts interacting, Sofia offers a personalised greeting: ‘Hi, Javier! How can I help you today? I see you have recently renewed your home insurance, do you have any questions about it or would you like to review other products?’
2. Real-Time Advice and Resolution of Doubts:
Javier mentions that he is interested in car insurance and asks about coverage. Thanks to her connection with the CRM, Sofia can see that Javier does not yet have a car policy with SeguraPlus. Sofia, in a matter of seconds, performs an analysis of Javier's profile (age, place of residence, type of previous claims) and suggests a specific plan adapted to his needs.
In addition, Sofia provides him with a list of basic and optional covers and asks him if he would like to add anything in particular. Javier decides to add coverage for roadside assistance and Sofia recalculates the quote in real time, showing you the final cost.
3. Automatic Contracting of New Products:
Javier is satisfied and asks Sofia how he can take out the insurance right away. Sofia replies: Sure, I can help you take out the policy in a few minutes. I just need your authorisation to process the payment and proof of identity'.
Javier uploads a photo of his document directly into the chat. Sofia analyses the document using OCR and compares it with the existing information in the CRM. Once validated, she asks Javier for final confirmation and executes the contract, adding the new car policy to his profile in real time.
4. Support for Special Requests and Procedures:
Months later, Javier has a minor accident with his car and returns to the SeguraPlus website to report the accident. Sofia greets him: ‘Hi, Javier, everything OK? I see you had an incident with your car, do you want me to help you start the claim process?’
Javier confirms, and Sofia immediately asks for a description of the accident, photos of the damage and the exact location of the claim. With this information, Sofia completes the claim form and instructs Javier on the next steps. In addition, Sofia sends a notification to the SeguraPlus claims team and, at the same time, automatically contacts the nearest partner garage to schedule a service for Javier's vehicle.
5. Automation of Administrative Processes and Queries:
A few days later, Javier decides that he no longer needs his home insurance and contacts Sofia again to cancel it. Sofia, having access to the CRM and payment history, can inform him of any penalties for early cancellation. She explains the options and chooses the cancellation with the least financial impact.
With a simple confirmation from Javier, Sofia processes the cancellation, removes the home insurance from his profile and updates the status in the CRM. She also automatically sends an email notification to Javier with full details of the cancellation and his current account summary.
6. Ongoing support and follow-up:
6. Continuous Support and Monitoring:
During all these interactions, Sofia gathers information from each conversation and, if necessary, adjusts future responses based on Javier's preferences and interaction patterns. Each time Javier enters the website, Sofia further adapts and personalises his experience, anticipating needs and proactively suggesting relevant solutions or products.
Benefits of Sofia for SeguraPlus and the Client:
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For Javier: Sofia allows him to manage all his insurance and procedures in a simple way, without the need for phone calls or long forms. He has immediate access to personalised information, real-time contracting, agile support for claims and continuous and proactive attention.
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For SeguraPlus: This AI Agent reduces the workload in the customer service centre, streamlines the handling of paperwork, improves customer retention and satisfaction, and enables the insurer to provide 24/7 service with consistent and efficient responses.
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This use case shows how an AI Agent like Sofia not only automates customer service, but also personalises every interaction, resulting in a smooth and reliable relationship between the insurer and its customers.