Case Study: MAPFRE Middlesea improves customer service efficiency with EBO.ai's AI Virtual Agent

EBO's AI Virtual Agent becomes a winning strategy for MAPFRE

MAPFRE Middlesea, a member of the global MAPFRE Group, faced a surge in customer inquiries across its phone, email, and new Facebook Messenger support channels. This increase led to operational inefficiencies, a significant backlog, and overworked staff, creating a need for a more agile and cost-effective solution. The insurance company sought out the expertise of vendor EBO to integrate an AI Virtual Agent to automate conversations and handle the growing volume of queries.

EBO implemented its AI Virtual Agent, named Emma, which uses natural language processing to handle inquiries 24/7 on the company's website and Facebook Messenger. The solution automated processes like claims opening, policy renewals, and providing specific updates on vehicle parts procurement. This resulted in significant measurable impact for MAPFRE Middlesea, saving over 1,000 hours of customer service time. The EBO Virtual Agent successfully handles over 1,500 conversations per month, with an 85% recognition rate for customer intent and an 83% full resolution rate without needing human intervention.

MAPFRE Middlesea

Peter Bugeja

Head of Technology Solutions & Digital