Case Study: Mutua Madrileña achieves faster customer service and 86% inquiry resolution with Google Cloud Platform

Delivering premium customer service with Dialogflow

Mutua Madrileña, one of Spain’s largest insurance companies, needed a better way to handle customer inquiries outside call-center hours and support the growing demand for 24/7 service. It turned to Google Cloud Platform, using Dialogflow and related Google Cloud tools to build a virtual assistant that could improve customer service and resolve routine questions more quickly.

Google Cloud Platform, working with everis, implemented the EME chatbot across web, mobile, and Google Assistant, with analytics and secure storage support from other Google Cloud services. The solution expanded to handle more than 700 question types, resolved about 86% of inquiries, and came to account for 60% of customer interactions on digital channels, while resolving over 70,000 customer inquiries per month.

Mutua Madrileña

Juan Larrauri Diaz

Head of Digital Strategy