SURA Customer Experience Enhancement Case Study

This case study outlines the collaboration between SURA, a leading insurance company in Latin America, and NTT DATA to enhance customer experience through innovative technology solutions. The document details SURA's commitment to a customer-centric approach, addressing challenges such as policyholder understanding of insurance benefits and the inefficiencies in the reimbursement process. The first solution implemented was a GenAI-powered chatbot that provides personalized responses to customer inquiries via WhatsApp. This system uses a multiagent approach to ensure accurate and timely information delivery. The second solution involved automating the verification process for health-related reimbursements through a combination of Optical Character Recognition (OCR) and GenAI technologies. This automation significantly reduced processing times and improved accuracy, achieving over 80% effectiveness in just three months. The collaboration exemplifies how technology can streamline operations and enhance customer satisfaction, reinforcing SURA's mission to support Latin Americans in enjoying life.