Wolly, a recognized strategic partner in the insurance, retail, and real estate sectors, has taken a significant step towards modernizing its operations by fully integrating artificial intelligence into its entire structure. This company offers a comprehensive solution for home service management, combining advanced technology, an efficient operational network, and customer service in a single ecosystem. This innovation not only solidifies its position as a leader in managing claims not covered by home insurance policies, but also improves service provision for retail businesses and incident management in the real estate sector.
Under the leadership of Fernando Merino, CTO of Wolly, the transformation has been structured around three fundamental pillars: multichannel customer service, process automation in the back office, and speeding up the development of digital products. According to Merino, “Wolly AI is not just another module within Wolly, it is already a structural layer that runs through the entire architecture of our operations.” This horizontal approach extends to all processes, from communicating with customers to internally developing products.
An important milestone in this strategy has been the launch of Smart Comm. 3.0, an intelligent customer service module that integrates various channels such as WhatsApp, web chat, and voice, offering a fully conversational experience assisted by artificial intelligence. According to Merino, the innovation lies not only in automatic responses, but in the ability to redirect conversations to the most suitable expert at any given moment, ensuring that each customer receives the specialized attention they need.
Automating the back office has allowed Wolly to free up its human teams from routine operational tasks, focusing on more strategic activities. In terms of product development, the company has quintupled its creation capacity without the need to proportionally increase its staff. This has allowed them to launch innovative solutions such as Pro Manager and improve their service ecosystem in record time.
The results of these improvements are remarkable: currently, Wolly manages over 100 calls per day entirely through artificial intelligence, demonstrating a significant increase in customer satisfaction compared to traditional switchboard models. Furthermore, the network of intelligent agents adapts to specific requirements of each sector, providing Wolly’s partners with the opportunity to have agents trained according to their own criteria, rather than relying on standard solutions.
Fernando Merino concludes by stating that “what we are building at Wolly is a new way of working: more efficient, scalable, and human.” With this vision, Wolly positions itself as an essential ally in the digitalization process of key companies in the European business landscape.
Source: MiMub in Spanish
