Case Study: Mercantil Seguros automates 86% of customer service interactions with Engageware Virtual Agent

Mercantil Seguros automates 86% of customer service interactions with Engageware

Mercantil Seguros was facing significant challenges with its customer service operations. Routine inquiries such as policy lookups, payment processing, and clinic code verifications were overwhelming its human agents, leading to increased wait times and a growing backlog of support tickets. The company needed a solution to handle this volume, which is why it turned to Engageware and its Virtual Agent product.

By implementing Engageware's solution, Mercantil Seguros automated 86% of its customer service interactions. The results were substantial, including a 97% resolution rate without human intervention and a 40% reduction in support tickets. The Engageware Virtual Agent now handles over 30,000 conversations monthly, with only 14% requiring escalation to a human agent. The entire deployment was completed in just eight weeks from contract signing, generating an immediate return on investment.

Mercantil Seguros