Case Study: Porto Seguro

CUSTOMER PROFILE

CHALLENGE

As Brazil’s third-largest insurance company, Porto Seguro’s quality team deals with over one million interactions every month. Historically, the company has used a fully manual process for collecting data and analyzing it, preventing the team from becoming truly analytical and forward-looking. This process also made it difficult to understand customer sentiment, and whether it was tied to products or the actual customer service interaction.

SOLUTION

Working with Blue6ix, Porto Seguro developed a custom digital environment and created a more analytical mindset among the team. Within one month, the Porto Seguro team was thinking differently, informed by valuable and specific insights from analyzing 12,000 hours of recordings and 1TB of text data. Customer sentiment improved 14%. Porto Seguro looks to continue expanding its analysis capabilities and improving the customer experience. Interaction Analytics is paving the way for more personalization via AI-powered analytics.