Case Study: Mercantil Seguros achieves 97% resolution rate and 40% reduction in support tickets with Engageware

Mercantil Seguros Optimizes Digital Transactions with 97% Resolution via AI Assistant

Mercantil Seguros, part of the Mercantil Group and a leading insurer in Venezuela and Panama with nearly a century of history, faced the industry-wide challenge of overcoming negative customer perceptions and delivering consistent, efficient service across policyholders, advisors, and suppliers. The company aimed to centralize channels, boost year‑round engagement, and improve first‑contact resolution for routine and critical inquiries.

To do this Mercantil Seguros implemented Aivo’s conversational platform with partner Macarena, launching “Merse,” an AI assistant integrated across channels (notably WhatsApp) in just eight weeks and enabling secure, in‑chat transactions. The virtual assistant now handles about 30,000 conversations and over 246,000 interactions monthly, resolving 97% of inquiries, reducing support tickets by 40%, and escalating only 14% of cases to human agents—significantly improving speed, satisfaction, and operational efficiency.

Mercantil Seguros

Nicolás Araque

Product Development Manager