A.V.I. - Icatu’s Virtual Assistant

Icatu Seguros is the largest independent insurer in Brazil, specializing in Life Insurance, Private Pension, and Capitalization, with over 10 million clients and R$ 60 billion under management. With a team of approximately 1,900 employees and presence throughout the country, Icatu establishes strategic partnerships with banks, credit unions, digital platforms, and retailers, and has a network of over 14,000 brokers.

The main challenge in developing A.V.I. (Icatu's Virtual Assistant) was creating a Generative Artificial Intelligence (GenAI) tool to facilitate portfolio management and support brokers' sales in the Individual Life segment. Icatu Seguros sought a solution that seamlessly integrated with the Broker's House, allowing interactions through voice commands, photos of brokers' notes, PDF files, and text, all via WhatsApp. The goal was to provide a fast and personalized experience, optimizing brokers' time by automating tasks such as quick quotes, commission inquiries, and delinquency checks.

Using AssistFlow in on-premise mode, ed focused on creating an autonomous Assistant using Azure Open AI Services with the ChatGPT4 model in Assistant mode. Using AssistFlow's BaaS module, a Backoffice was created with the main necessary configurations. Using the Service module, a CRM was configured with the creation of service channels (WhatsApp), welcome message, service hours, history of service/conversations, about the broker satisfaction survey, among other features. Lastly, utilizing AssistFlow's Low Code module, all API integrations for Icatu's broker house were produced with minimal code.