Darryl López, CEO of Dylsi
Artificial Intelligence is everywhere, and the insurance sector is no exception. Many people view this boom with scepticism, fearing that digitalisation will replace human contact. At Dylsi, this will not happen: the agency is employing AI to improve direct, personal and individual customer service, while always valuing and preserving the role of human interaction. Darryl Lopez, Dylsi’s founder and CEO, an exclusive AXA agency, tells us how. The implementation of Artificial Intelligence has accelerated enormously in Spain. While in 2022, 12.6% of companies with 10 or more employees (9.68% in the Balearic Islands) were using AI, at the beginning of 2024, an estimated 46% of companies were already implementing it in some of their tasks. However, several prejudices about AI persist, such as the fear that this technology will deplete service. Dylsi is demonstrating that the strategic use of AI, which is far from reducing personal contact, helps to strengthen it, leading to a more efficient and effective customer service experience.
AI improves customer service
The Dylsi team can spend more time personally catering to each client’s needs by automating administrative tasks such as handling documents, contract reviews, and claims processing. Darryl Lopez, an entrepreneur committed to innovation, says he and his team have integrated AI into their daily routine, but always after rigorous training and careful consideration. “Before using ChatGPT – the AI we use daily and practically – we received training in its use, security and data protection. It’s of utmost importance to keep a clear criterion and cross-check the information, as sometimes bear little resemblance to reality,’ says Darryl.
An intelligent chatbot specially trained for Dylsi
Dylsi will soon implement an intelligent virtual assistant – or chatbot – on their website. Unlike other companies that use chatbots to replace human attention, Dylsi’s chatbot aims to complement personal attention. The insurance agency has trained this AI specifically to engage new customers and provide answers to frequently asked questions. “If a customer asks how to proceed in case of a broken glass, the chatbot informs them of the initial steps, such as taking photos and having the bill at hand, and then refers them to a team member for personalised attention”, Darryl explains. In addition, the chatbot offers 24/7 help in emergencies, such as an after-hours car accident. The virtual assistant helps customers resolve urgent issues immediately without losing the option of direct contact.
A tool saves time and improves the experience
The chatbot also refers sensitive queries, such as contract coverages, to a team member. “Our chatbot at no point handles sensitive information; it simply provides practical information to save the customer time”. Beyond the virtues of this virtual assistant, AI helps the Dylsi team optimise administrative and commercial processes. “We use it for less complex matters such as drafting emails, some simple translations, simple marketing tasks such as social media planning…”. It has also proven a valuable tool for specific tasks in the insurance agency, such as risk analysis for customer advice. “We always check the information AI gives us and only use relevant and accurate data”, Darryl says.
The purpose of AI at Dylsi: improved customer service
The purpose of all these innovations is to improve customer service at Dylsi, true to the motto ‘AXA: insurance that takes care of you; and Dylsi: people who make it easy for you‘. The agency keeps all its communication channels open: customers can contact the agency by calling or sending a WhatsApp to +34 680 826 803, by email to [email protected], or via the contact form on the website.
