MiAbot (Mapfre Intelligent Assistance bot)

What would you think if I told you that you could create a roadside assistance service from whatsApp in less than two minutes? I am talking about generating a service in our system so that it can be assigned to the best possible provider. All in real-time with no human agent involved. This is MiAbot, our intelligent assistant for customer service delivery 24/7. When a customer requests a roadside assistance service through WhatsApp. MiAbot engages in the conversation and paves the way for the customer to create the service by her/himself.

Thanks to the use of AI with data analytics, automation and system integrations, we empower our customers to generate a roadside assistance service in an intuitive and efficient manner, controlling the process, avoiding queues reducing the average time for the creation of a service.

By enabling this solution with conversational AI, MAPFRE Asistencia delivers:
- A brand-new customer experience: the relationship between the insured and the company is totally transformed, engaging via conversation and self-service.
- Loyalty and differentiation: Strong relationship by creating positive impact in the customer journey and renewed touchpoints.
- Focus on what really matters, accompanying our customer throughout the service, answering questions and anticipating possible incidents.
- Contextual service offer generation: offering secondary related services with a customer-centric vision and management.
- Agility: Speed and accuracy on the service delivery.
- Efficiency by mitigating risks of human errors.

After listening to our clients and understanding the global trends, MAPFRE Asistencia took the challenge and made of MiAbot the first conversational assistant for roadside assistance self-service without human intervention launched in Latin America.