Routine interactions like policy lookups, payment processing, and clinic code verification were landing on human agents. Wait times climbed. Tickets accumulated. The support model was built for a volume it could no longer absorb.

See how Mercantil Seguros solved it with Engageware Virtual Agent:

• 97% resolution rate without human intervention and 40% reduction in support tickets
• 30,000+ monthly conversations handled with only 14% of queries requiring human escalation
• How deployment went from contract to live in just 8 weeks, generating returns immediately