SpainFinance and insurance2018 – ongoingMutua Madrileña
Eme text and voice customer assistant
Mutua Madrileña launched Eme to answer more than 650 types of customer inquiry
Problem
Customers needed answers about insurance cover and routine service procedures through Mutua's digital channels. The insurer wanted to offer assistance outside normal service hours.
Approach
Mutua developed Eme with Google using Dialogflow and machine learning to interpret questions. It launched text access through its website and app, with voice access through Google Assistant and compatible devices. Eme answered common questions and directed customers toward transactions such as requesting assistance or opening a claim.
Results
Takeaway
The disclosed figures described the assistant's question coverage. Mutua did not report resolution rates or staffing savings.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
Mutua announced Eme's launch across text and voice channels using Google's Dialogflow technology. It reported coverage of more than 650 inquiry types and more than 12,500 question variants, with continuing monitoring of responses.
Full details are in the original sources.
