Case Study: Mutua Madrileña improves customer experience with Infobip’s WhatsApp Virtual Assistant

Mutua Madrileña Improving customer experience with WhatsApp Virtual Assistant

Mutua Madrileña wanted to meet customers on the digital channels they use most and improve customer-centric service, especially as its digital transformation accelerated. To do that, the insurer worked with Infobip and used Infobip’s WhatsApp Business API to launch a new virtual assistant for conversational support.

With Infobip, Mutua Madrileña enabled customers to query more than 1,100 insurance topics, including invoice questions, and access personalized information and loyalty coupons through WhatsApp. The solution delivered a 90% successful customer service ratio and has served over 150,000 customers, improving customer experience and boosting engagement.

Mutua Madrileña

Juan Larrauri Diaz

Head of Digital Strategy