Ecuador's largest insurer transforms contact center operations with agentic AI

Overview

The largest insurance provider in Ecuador, serving over 270,000 members and operating as part of a 4,000+ employee group, set out to modernize its contact center to keep pace with growing demand and rising service costs.

With more than 120,000 monthly interactions across voice and digital channels, the organization faced increasing pressure on agents, limited self-service capabilities, and an inflexible legacy contact center environment.

Kore.ai partnered with the organization to implement AI for Service, bringing together intelligent automation, real-time agent assistance, and omnichannel engagement across business units. This foundation enables scalable, agentic service today while continuing to advance AI-driven customer experiences over time.

The Challenge

The organization’s contact center operations were heavily dependent on manual processes and fragmented systems, limiting efficiency and scalability.

• Rising operational costs driven by high reliance on live agents
• Low automation and self-service rates across key customer journeys
• Increasing interaction volumes across voice and digital channels
• Fragmented systems limiting scalability and consistency

Without transformation, the organization faced continued operational strain, declining customer satisfaction, and pressure on long-term growth.

The Solution

Kore.ai deployed a fully integrated, agentic customer service solution to unify interactions and enable intelligent automation at scale.

The implementation consolidated voice and digital channels—including chat, email, and WhatsApp—into a single orchestration layer, allowing the organization to manage interactions seamlessly across multiple business units.

More than 40 high-frequency use cases were automated, including claims inquiries, coverage verification, appointment scheduling, and provider coordination.

To support agents, Agent AI was introduced to provide real-time guidance, suggested responses, and summarization—helping reduce handling time and improve resolution quality.

The solution integrates with existing enterprise systems and core systems of record, ensuring continuity while modernizing the overall service experience, with enterprise-grade governance and compliance aligned with regulatory requirements.

Business Impact

With a unified, AI-powered solution in place, the organization is transforming service delivery by reducing operational costs while improving both customer and agent experiences.

Self-service resolution rates are projected to increase from ~40–55% to ~75–80%

• Up to 25% reduction in operational costs
• Reallocation of agent capacity to higher-value, complex interactions
• Increased agent productivity through AI-assisted workflows
• Up to 30% improvement in Net Promoter Score (NPS)
• Reduced reliance on manual processes and legacy systems

Kore.ai Advantage

Kore.ai enabled the organization to move beyond incremental automation and execute a full transformation of its service operations through a unified, AI-driven approach.

Rather than layering automation onto legacy systems, Kore.ai orchestrates intelligent automation, real-time agent assistance, and end-to-end service workflows into a single, cohesive operating model—improving efficiency, scalability, and consistency across interactions.

This flexibility allows the organization to rapidly deploy and expand high-impact use cases across channels and business units while maintaining a consistent, high-quality customer experience.

Together, this approach accelerates time to value and establishes a repeatable foundation for scaling agentic, AI-driven service across the enterprise and throughout the broader LATAM region.