Santalucía implements agentic AI for telephone customer service

Santalucía is implementing agentic artificial intelligence to transform its telephone customer service model. The insurer has deployed a new agentic Interactive Voice Response (IVR) system capable of understanding natural language, interpreting customer needs, and executing actions directly within the company’s internal systems.

This technology represents an evolution from traditional IVR systems, which are typically limited to predefined menus and call routing. The new model aims to turn the telephone channel into a resolution point, allowing the technology to attend to, understand, decide, and execute specific tasks. This approach is intended to facilitate the resolution of more inquiries during the first contact and create more structured, measurable, and scalable interactions.