Ibercaja & IBM roll out new virtual assistant to improve client insurance services

By Megha Bhattacharya

Ibercaja, a Spanish bank, along with IBM and Enzyme Advising Group have announced the launch of a new virtual assistant to nearly 5,000 employees in a bid to enhance customer service. Based on IBM Watson AI, the virtual assistant is expected to help in the search for internal insurance documentation provided to customers.

Pedro Cervera, managing director of Organization at Ibercaja, said, “…The result has been very positive and we see that the training has been more agile than in previous experiences with other providers, so we hope to extend its use even to the end customer”.

The assistant has been developed by Enzyme Advising Group with IBM Watson Assistant and IBM Watson Discovery artificial intelligence technology available on IBM Cloud as well as the Enzyme Watson Accelerator (EWA), a tool developed by Enzyme to maximize the benefits of IBM Watson components and the speed of deployment and configuration of the components.

“IBM’s artificial intelligence and cloud capabilities are helping leading companies in their sectors to digitally transform themselves, automate processes, become more agile and provide a better response to their customers, who are increasingly demanding more,” said Javier Valencia, vice-president of Technology at IBM Spain.

“In the current moment of digital transformation, artificial intelligence technology is key to optimizing Ibercaja’s customer service,” added Álvaro Ortín, CEO of Enzyme Advising Group.

Ibercaja Banco, S.A. is a Spanish financial services company based in Zaragoza. It was created by the Caja de Ahorros and Monte de Piedad of Zaragoza, Aragón and Rioja in 2011, to develop its financial activity, being initially the shareholder of 100% of the bank.