SUCCESS STORY

Customer Support
24/7 with AI and WhatsApp:
Scaling with
governance in the
insurance sector

We structured a solution with Salesforce Einstein Bot and WhatsApp for a large insurance and pension company. The automation ensured 24/7 self-service, reducing the workload on human customer service and unifying the customer journey with regulatory compliance.

WhatsApp
Einstein Bot
AI

Results

24/7 availability with continuous support via intelligent self-service

Reduction in operational workload for the human customer support team

Customer autonomy to resolve issues immediately via WhatsApp

Ensuring regulatory compliance and operational data integrity

Overview

In highly regulated industries, such as insurance and pensions, the requirement for continuous availability and the growing volume of operational demands put pressure on traditional structures. To solve overloads and fragmented journeys, we structured a solution with AI, automation, and conversational channels, focusing on scale, efficiency, and compliance without compromising the customer experience.

The challenges

Requirement for 24/7 customer service to comply with new industry regulations.
High volume of repetitive requests, such as inquiries and ticket creation.
Excessive dependence on the human team for routine operational demands.
Fragmented customer journey across different systems and platforms.

Journey
and solutions

We designed a conversational flow on WhatsApp orchestrated by the Einstein Bot, capable of identifying policies predictively and resolving demands end to end. We centralized and unified customer service on a single Salesforce platform, eliminating technological silos and migrating legacy flows to ensure full visibility, operational continuity, and regulatory compliance.

What did we deliver?

Intelligent self-service via WhatsApp orchestrated by Salesforce Einstein Bot.
Predictive identification of customers and policies for end-to-end resolution.
Centralization and unification of customer service on a single Salesforce platform.
Migration of legacy flows ensuring compliance, data integrity, and governance.

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