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MAPFRE Middlesea: First to introduce Artificial Intelligence within the insurance industry in Malta

MAPFRE Artificial Intelligence

The AI has been implemented in the form of a Chatbot called Emma which is now available on both the MAPFRE Middlesea website and Facebook page.


Thanks to newly emerging technologies, the implementation of chatbots has been on the rise in recent years, bringing a new way for businesses to communicate with their customers and address any particular queries which they may have. These chatbots are programs which apply the use of AI in order to simulate real interactions with users through a chat interface. Since Emma is constructed with AI, the chatbot is able to comprehend language and not just commands. Therefore, the more conversations that a chatbot such as Emma has with users, the more intelligent they may become.


The MAPFRE Middlesea chatbot Emma has been designed to address a number of customer queries 24 hours a day, 7 days a week. Emma is capable of addressing queries pertaining to insurance quotes, claims, complaints, contact information, and even queries regarding the company’s benefits such as MAPFRE Assist and their ‘Insure and Save’ Loyalty Scheme. However, in light of Emma’s constant availability, customers will always have the opportunity to speak to a representative during working hours should they wish to do so. Notwithstanding this, the use of AI has enabled MAPFRE Middlesea with the ability to place greater importance towards more complicated matters, while Emma is able to address the simpler tasks and queries at hand.


Even though the introduction of AI marks the beginning of an innovative digital approach to customer engagement for MAPFRE Middlesea, going forward, the company will continue to place readily-available customer support at the forefront of their business practices in order to ensure timely resolutions as well as customer satisfaction for their clientele.


MAPFRE Middlesea p.l.c. (C-5553) is authorised by the Malta Financial Services Authority to carry on both Long Term and General Business under the Insurance Business Act, Cap 403 of the Laws of Malta.  MAPFRE Middlesea p.l.c is regulated by the MFSA. 


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MAPFRE Middlesea tal-ewwel biex tintroduċi l-użu ta’ intelliġenza artifiċjali fl-industrija tal-assigurazzjoni f’Malta


Il-Kumpanija MAPFRE Middlesea hija l-ewwel kumpanija fil-qasam tal-assigurazzjoni li implimentat l-użu tal-Intelliġenza Artifiċjali (AI). Dan sar permezz tal-introduzzjoni ta’ chatbot li qed tissejaħ Emma, li tinsab disponnibli fuq is-sit u l-paġna ta’ Facebook ta’ din il-Kumpanija.


F’dawn l-aħħar snin, l-implimentazzjoni ta’ chatbots saret komuni biex negozji ikunu jistgħu jikkomunikaw mal-klijenti tagħhom u jindirizzaw kwalunkwe mistoqsija li kapaċi jkollhom. L-Intelliġenza Artifiċjali tintuża biex jiġu krejati interazzjonijiet reali ħafna. Din ic-chatbot implimentati kapaċi tifhem mhux biss il-kmandi, iżda wkoll lingwi differenti. Iktar ma tintuża din ic-chatbot, aktar issir intelliġenti u kapaċi tifhem u taqdi lill-klijenti bl-aħjar mod.


Din it-teknoloġija tfasslet biex il-klijenti jkunu jistgħu jinqdew 24 siegħa kuljum, sebat ijiem fil-ġimgħa. Kapaċi tindirizza mistoqsijiet li għandhom x’jaqsmu mal-polza tal-assigurazzjoni, kwotazzjonijiet, ilmenti, informazzjoni dwar kuntatt u anke mistoqsijiet dwar benefiċċji li toffri il-kumpanija, bħal MAPFRE Assist jew l-iskema Insure & Save. Il-Klijenti xorta waħda se jkollhom l-opportunità li jitkellmu ma' rappreżentant matul il-ħinijiet tax-xogħol jekk jixtiequ jagħmlu dan. Iżda, permezz ta’ din it-teknoloġija, ir-rapreżentanti tal-kumpanija għandhom aktar ċans jaħdu fuq kwistjonijiet aktar ikkumplikati, waqt li din ic-chatbot Emma, tkun tista’ tindirizza mistoqsijiet aktar sempliċi li jistgħu jissolvew malajr. 


Dan il-proġett jifforma parti mil-ambizzjonijiet diġitali tal-kumpanija, iżda MAPFRE Middlesea tassigura li xorta waħda dejjem se tkun ta’ appoġġ għall-klijenti tagħha u tkun disponnibli biex tiżgura li dawn jkunu moqdija u sodisfatti. 


MAPFRE Middlesea p.l.c (C-5553) hija awtorizzata mill-Awtorità għas-Servizzi Finanzjarji ta' Malta (MFSA) biex tmexxi Negozju fit-tul u Generali skont l-Att dwar il-Kummerc tal-Assigurazzjoni,  Kap 403 tal- Liġijiet ta’ Malta. MAPFRE Middlesea p.l.c hija regolata mill-MFSA. 

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