Tuio: "Ya gestionamos más del 98% de las pólizas sin intervención humana"

José María Lucas, CEO of Spanish insurance tech company Tuio, shared how the company uses artificial intelligence to improve customer experience and reduce costs. At the XVII EXPANSIÓN-KPMG Financial Forum, with the participation of American Express and Cunef University, Lucas explained how he integrated artificial intelligence into the company's core corporate DNA.

Since the company's founding four years ago, they identified a problem: difficulty for the traditional insurance industry to monetize younger, digital customer profiles. To address this, Tuio adopted modern technology to eliminate user friction. However, the advent of generative AI has transformed the company completely. Now, Tuio manages over 98% of its policies without human intervention, though always with human support available.

The numbers speak for themselves: the insurance company has reduced the cost per customer attention conversation from €3.20 to 19 cents. Lucas stated that in customer service, we have significantly reduced expenses, and it no longer makes sense to automate what is already functioning perfectly. Now, we move to the second phase: to see if AI can help us make better decisions by applying technology to large cost blocks, such as risk subscription and claims.

In accident assessment and fraud detection, Tuio has focused its efforts on the home sector, a natural environment for technology due to its high accident frequency. With advanced digital processing systems, like its internal Watson agent, the company analyzes the global context of each case, including navigation data and interconnected information patterns.

This analytical capability guides processes and makes informed decisions, reducing average water damage costs by 21% and detecting fraud four times more effectively. Despite extensive automation in routine operational decisions, Lucas emphasized that the human factor remains indispensable. Critical decisions with significant economic impact or potential user harm, such as rejecting a claim or determining compensation, always require absolute certainty and mandatory supervision by a human operator.

Lucas also envisions a future where the insurer will bet on networks of AI agents and people working in parallel and interconnected to resolve operations collaboratively. He highlighted that recent advances in conversational assistants will accelerate a shift in technological platform, reducing barriers to switching insurers, and boosting the weight of the digital customer in the market.