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Conversational assistant with

Artificial Intelligence

for operational support.

Ibercaja, a leading Spanish bank, has 2.5 million customers across the country and 893 branches. It has its own financial group and is dedicated to helping and adding value to its customers.

Their need:

Due to the high volume of information they work with, they needed to optimize the time spent searching for documents and their archiving system.

Reto:

All the insurance-related documentation was organized under a hierarchical folder structure, causing difficulties in finding the necessary documents for operations. This led to workers opening tickets on their internal platform when they couldn't find the documents, saturating the system.

Solution:

We developed a conversational assistant with custom functions using our own algorithms. This assistant provided the necessary information directly to the worker through a Searcher.

Additionally, we developed quality evaluation functionalities, as well as a control panel to configure search parameters. This implementation reduced the number of tickets that caused congestion and streamlined the document retrieval process.

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