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IMA Iberica Leads European Insurance Industry with Largest Google Cloud AI Deployment
IMA Iberica has set a new benchmark in the European insurance sector with the successful deployment of Europe’s largest Google Agent Assist implementation. Powered by Sabio Group, the AI-driven solution transforms 200 agents into AI-augmented specialists, automating 45,000 monthly interactions and delivering the equivalent of 5,000 full-time employees.
In a major leap forward for the European insurance sector, IMA Iberica has successfully implemented the largest Google Agent Assist solution on the continent. This AI-powered transformation, delivered by Sabio Group, marks a significant milestone, turning IMA Iberica’s customer service operations into a fully augmented, AI-driven workforce.
While many insurers across Europe are still in the early stages of exploring AI technology, IMA Iberica has already reaped the benefits of its bold move. The deployment has allowed the company to equip 200 agents with AI-driven tools, instantly accessing over 40,000 insurance documents, and enabling them to process up to 45,000 customer interactions per month.
This groundbreaking system, equivalent to the productivity of 5,000 full-time employees, has delivered results that extend far beyond simple automation. Call summary generation, which once took several minutes, is now completed in mere seconds. The AI system is also driving a monthly revenue generation of €15,000, showcasing its tangible business impact.
AI-powered efficiency
The impressive deployment was made possible by Sabio Group, a leader in AI and customer experience automation. With over 20 years of experience in AI integration, Sabio partnered with Google Cloud to build a customised solution for IMA Iberica. The deployment also saw the embedding of three Google specialists within the project, ensuring seamless integration with IMA Iberica’s existing infrastructure.
“Most organisations are still strategising their AI dreams whilst we're delivering industrial-scale reality,” states Gabriel Rodriguez, Country Manager for Sabio Spain.
“Our 20-year AI and automation heritage - and our intimate partnership with Google Cloud - including three dedicated Google specialists embedded in this project - means we don't just implement technology, we fundamentally reimagine what's possible.”
Revolutionising customer interactions
The implementation of AI at IMA Iberica introduced five key capabilities that are transforming customer service operations:
- Natural language knowledge queries: Allowing agents to quickly search and retrieve relevant insurance information.
- Real-time transcription: Converting customer calls into accurate, readable transcripts in real time.
- Contextual recommendations: Providing AI-driven suggestions to enhance service quality.
- Automated call summaries: Generating call summaries instantly, reducing manual effort.
- Automated call classification: Efficiently categorising calls for appropriate responses.
These capabilities are significantly improving both agent performance and customer satisfaction, while also reducing operational costs.
Rafik Allaoua Baddaoui, Director of Information Systems at IMA Iberica, praised the success of the deployment, noting that it has set the company apart from competitors. “Sabio didn’t just deliver technology – they delivered transformation,” he said.
“While our competitors struggle with basic automation, we're processing insurance queries across 80 different clients with AI that actually understands context. Across our Spanish operations, the impact has been staggering already: agents love it, customers get better service, and our operations in Italy and Belgium are clamouring for the same capability.”
The solution’s success has already prompted IMA Iberica’s operations in Italy and Belgium to seek similar AI capabilities, underscoring the scalability of the project.
Future of AI in insurance
Sabio Group is now focused on replicating IMA Iberica’s success across the European insurance industry, valued at over €300 billion. The company is developing industry-specific AI frameworks, using the IMA model as a blueprint to drive AI adoption across the sector.
Gabriel adds: “We've proven that enterprise AI isn't about proof-of-concepts and pilots – it's about processing millions of real customer interactions with measurable business impact. Our Google Cloud expertise, combined with proprietary development capabilities, means we're not waiting for the future of customer experience – we're building it.”
The deployment of AI at IMA Iberica has not gone unnoticed in the industry. Sabio Group recently won ‘Best Use of AI’ at GITEX Global alongside Transcom and Avaya, and was also recognised for ‘Best Use of Data & Insights’ for its work with British Airways at the European Contact Centre & Customer Service Awards.
Industry insight at ExpoRC
The success of the deployment was highlighted during a roundtable session at RCExpo in Spain. During a round table interview entitled, “From Data to Emotion: IMA Ibérica’s Journey Toward a Generative Customer Experience,” Rafik provided insights into the company’s decade-long transformation process carried out with Sabio’s support.
He said: “The move into generative AI came from our technicians’ need to handle a huge volume of calls, as well as to support the variety of product types that make up our service — from home assistance to travel assistance — and the language requirements involved.”
Daniel Gil, AI & Automation Specialist at Sabio, also discussed how generative AI enables real-time transcription and enhanced documentation management.
Daniel Gil, AI & Automation Specialist at Sabio and part of the team that brought this project to life at IMA Ibérica, added: “Generative AI is excellent for working with text and enables us to transcribe audio, meaning we can provide technicians with real-time documentary support without relying on the previous online documentation system. It also helps with the documentation management for each customer interaction.”
Daniel stressed the importance of customers being open to guidance: “It’s crucial that clients allow our team to advise them on the range of services Sabio offers, otherwise they start blind, which consumes enormous internal and external resources and leads to burnout. This is why collaborating with experts is so important.”
