Grupo Sura in a different way
The customer service team, through the Open Innovation area, were looking for a solution to their problem that was quick to implement.
The innovation area and BlueBox looked for startups and found Guschat, an international company focused on the development and licensing of smart chatbots.
Through a pilot carried out in just 5 weeks, it was possible to create a conversational channel where customers can carry out procedures quickly and instantly 24/7 without human help.
The pilot allowed Sura to attend more than 2,200 tickets, offering a 99.7% decrease in response time, a 69% improvement in the recommendation rating and a 61% improvement in the service evaluation.