AVOS Tech and ASISA: taking better care of the policyholder through proximity, efficiency and Artificial Intelligence
AVOS Tech is a Prosegur Group company, and a leading provider of BPO process outsourcing and technological integrations. Its relationship of mutual understanding with ASISA for over 20 years, together with the high level of satisfaction of the insurer's clients, are the best example of AVOS Tech's technological solvency. The AI-based virtual coordinator is proof of this, setting a new technological milestone in this long-standing partnership.
The speed and depth of the changes arising directly from digital transformation are matched by the opportunities opened up by this unstoppable acceleration. Effectively leveraging these opportunities means holding your ground in this scenario, and the best way to do that is by playing it safe. It's therefore an either/or situation: Either you know the terrain you are walking on or you let someone who knows it take you by the hand. There is a proverb that says: if you walk alone, you may get there faster; but if you walk with others, you are sure to get further.
Its mastery of a challenging domain such as technology is the essential quality that has established AVOS Tech as a trustworthy hand for businesses seeking to streamline and digitalise their processes. And all of this with a 360º approach and the backing of a company, Prosegur, with nearly a half century of history.
'AVOS Tech was born with the ambition of complementing the business that Prosegur Cash already offered to the largest banks in the country. In addition to offering logistics and cash management outsourcing services, we could also handle the outsourcing of these clients' Back Office processes. The Front Office process outsourcing service was soon incorporated. The value proposition was then complemented with different technology software for banking and insurance,’ says José Luis Moral, BPO Front Office Director at AVOS Tech.
Considering the entity acquiring this line of business, the strong investment commitment of the Prosegur Group, the ambition for growth, redoubling the commitment to the latest technologies,’ says José Luis Moral, ’we became AVOS Tech, a Prosegur Company.
With this background, and extensive previous experience, AVOS Tech has managed to build a value proposition that addresses the specific technological needs of each business with an assorted portfolio of proprietary tools, but also with customised solutions, designed specifically for each customer. The latest example is the virtual coordinator, a technological solution for the Contact Centre area that has represented a turning point in the integration of Artificial Intelligence within customer relationship services.
Initially, AVOS Tech focused on banking and insurance clients, but 'they are not the only ones and we do not limit ourselves exclusively to them', says Moral. In fact, he points out, 'we have also developed specific solutions in utilities, which are quite competitive and the necessary diversification has led us to position ourselves in other sectors, such as electricity and telecommunications'.
A relationship of trust
A clear example of the status AVOS Tech has earned as a benchmark partner in process outsourcing is the relationship it has maintained for more than two decades with the insurance company ASISA, a relationship which, according to Joaquín Juridíaz, Director of Digital Channels and Contact Centre at ASISA, translates into two immediate benefits for the insurance company: ‘A high level of specialisation in processes that are not our core business to begin with, and the enormous flexibility of AVOS Tech to adapt to our needs and those of our policyholders’.
The latest fruit of this fruitful relationship is the so-called virtual coordinator, which AVOS Tech has developed for the insurer and which has been operating for just over 6 months. Technically, it is a generative AI-based widget that acts as a CRM (Customer Relationship Manager) enhancement specifically for the ASISA contact centre.
When Moral explains how it works, it's easy to see how the coordinator is the best friend of all agents working for ASISA: 'When the insured requests complex information, the agent who is assisting him reformulates the question, activates the virtual coordinator's AI and makes available to him, in real time and perfectly updated, the information that the insured has requested'.
The advantages, adds AVOS Tech's BPO Front Office Manager, are obvious: ‘In addition to dramatically reducing the customer's waiting time, this tool gives the agent enormous security, knowing that the information provided to the policyholder is not only fast, but also highly accurate’.
In short, the customer perceives a high quality of service and the agent works safely and greatly reduces his or her stress level. Or, in the words of Juridíaz himself: 'By taking care of the agent, we take care of the customer'.
"El contact center ha sido tradicionalmente un entorno donde siempre ha habido mucha métrica de trabajo, pero esa métrica no se ha explotado siempre con una perspectiva orientada a negocio."
José Luis Moral
Director de BPO Front Office de AVOS Tech
Juridíaz certainly acknowledges that this technology empowers agents and reduces the learning curve for new agents (until now, the initial training period was around three weeks), but it is also a vital aid for more experienced officers. 'When you analyse the usual distribution of calls, around 50% are for authorisations and around 15% are for medical staff, but the rest are complex queries and in these cases senior agents are also using the virtual coordinator, to get an answer or to confirm that the answer they are going to give the insured is correct. We are talking about very specific issues, which are raised in a very sporadic manner, and the agent, regardless of the seniority, struggles to refresh this information’.
As this is a sector as sensitive as healthcare, Juridíaz reminds us that, at the beginning, we must be very vigilant to ensure that all the information that feeds the model is protected and correct: ‘We have to ensure that all the answers provided by the virtual coordinator are accurate, and there, in all the tests we have done, the confidence index is very high, but we have to remain vigilant and ensure that they do not deteriorate over time’.
A host of information in real time
In addition to the virtual coordinator, the customised solutions that AVOS Tech has developed for the policyholder include the optimisation and streamlining of the medical authorisation process and the implementation of specific dashboards, which provide ASISA with real-time business metrics and, above all—and this is ‘fundamental’ for Moral— aimed at providing a very high quality of service to ASISA's end customer, the policyholder.
'The contact centre has traditionally been an environment where there have always been many work metrics, but these metrics have not always been exploited from a business-oriented perspective and our idea is, precisely, that it is solely and exclusively the nature of the business that defines the metrics', says the director of BPO Front Office at AVOS Tech. Ultimately, it is not about having a lot of data and parameters, but about having data that serves a specific purpose.
"AVOS Tech nos aporta un gran nivel de especialización en procesos que no son nuestro core y mucha flexibilidad para adaptarse a nuestras necesidades y las de nuestros asegurados."
Joaquín Juridíaz
Director de Canales Digitales y Contact Center de ASISA
According to Juridíaz, the 15 dashboards and 200 KPIs of real-time data provided by AVOS Tech are invaluable to ASISA. ‘For us, it is essential to see what is happening in the service in real time, the type of calls that are coming in, whether or not we are answering those calls, at what speed we are doing it, if we are generating callback…’. Ultimately, Juridíaz emphasises, having access to the contact centre provided by AVOS Tech technology, 'is almost as if we were answering the call ourselves'.
And all of this - Moral reiterates - in real time, which gives additional value to this information . ‘One of the things that the contact centre has traditionally suffered from is that activity reports were reported at the end of the day. Having information up to the second allows you to make business decisions in real time and not wait until the end of the day or even the next day, to tackle a problem that requires a quick solution', says the Prosegur executive.
The future is composed in the key of innovation
This successful example of a fruitful relationship spanning over two decades is just one example of how far AVOS Tech is looking to the future, according to Moral. ‘We are going to the market with a much broader portfolio of technological tools, ranging from core insurance to money laundering prevention tools, balance reconciliation tools, systems for reading and interpreting legal documents… Right now, we have over 400 technology professionals working on different digital transformation projects in top-tier companies,’ says Moral.
In short, if it is necessary to give someone a hand to navigate the tempestuous terrain of technological innovation, it is better to give it to someone who has experience, services, specialised personnel and reliable tools.
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