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EME: Our Virtual Assistant

EME, Our virtual Assistant

The new ways of communicating that have emerged with the massification of new technologies has opened the door to much more active interaction between companies and customers. In that context, a team made up of Mutua employees used the 2017 Intrapreneurship Program to come up with the Chatbot Project.

The Chatbot Project arises from the increase in phone enquiries and the need to expand the capacity of call centers to offer assistance, which brings about the need for digital channels that can automate that assistance. Since its inception, the project’s objective was to provide Mutua with a multichannel, automated, smart and scalable system.

EME, Mutua’s virtual assistant for web and app, provides assistance for over 100.000 monthly enquiries.

In late 2018 EME became Mutua’s web and app virtual assistant. Its capabilities have not stopped improving since, and today it provides assistance for over 100,000 monthly enquiries.

Mutua did not only pioneer the use of this type of chatbot in the sector; as planned in the Chatbot Project, it has recently extended assistance to WhatsApp, thus becoming a global pioneer in the use of this channel within the insurance sector. In fact, the channel–launched in the last quarter of 2020–already receives over 20,000 monthly enquiries.

Whatever the motivation behind the plan drawn up in 2017 by people who now work in different areas within Mutua, today we can safely say that the project has improved how people interact with Mutua, adapting to changing times while keeping customers at the heart of everything Mutua does.