Brazilian ICMIF member Seguros Unimed has announced a partnership with Nama, a generative AI platform, to implement artificial intelligence in its call centre. The solution, which was initially trialled last year as a pilot project, will now be expanded to all the company’s segments, such as life, pension plans and dentistry, aimed at improving customer experience and optimising internal processes.

The cooperative insurer says generative AI will allow employees to quickly access complete information on the insurer’s full range of products, cover and benefits in its knowledge base, through a collection of around 3,000 articles. This will result in more agile, precise and informative responses, which will therefore increase the quality of service provided. Seguros Unimed also says the platform will help new customer service employees to learn about the product range much more quicky and be more efficient sooner.

“With generative AI we’ve been able to reduce service times and improve the customer experience. Responses will be faster and more assertive and the level of satisfaction will be even higher. We are thrilled with the results achieved so far and will continue to invest in technology to provide the best service to our policyholders. This delivery reinforces two strategic and fundamental pillars for our company: innovation and customer focus,” says Alex Rocha, Head of Customer Management at Seguros Unimed.

“The implementation of this generative chat tool, being a co-pilot with artificial intelligence encompassed in our Call Centre, will be available to around 200 employees who are focused on customer service. The solution is designed to improve the customer experience and optimise internal processes in customer service,” adds Fábio Nogi, Superintendent of Innovation and Dentistry at Seguros Unimed.

Pilot project

In 2024, Seguros Unimed began a pilot project with Nama, with a limited number of employees in the customer relationship centre and the results were said to be significant. During the pilot project, one of the main benefits experienced following the adoption of the tool was a 30% increase in team productivity, and the duration of each call fell by an average of one minute, reflecting both the agility provided by the system and the confidence acquired by employees.