Theia Insights call analytics with Gemini (VidaCaixa)
Award-winningby VidaCaixa (CaixaBank group) · Primary insurer
Market unit: ES
Theia Insights is VidaCaixa's AI platform for analysing customer calls, built on Google Cloud with Google's multimodal Gemini model, which processes audio files directly without a separate transcription layer. It scores each interaction against a regulator-ready quality and compliance model, from identity verification to clarity of explanations, flags anomalous or high-risk calls for human experts and feeds a dashboard used by managers; evaluation prompts are refined monthly with human feedback. Google Cloud's case study reports audit coverage rising from 5% to almost 100% of critical calls, about 15,000 retention interactions analysed per month and a two-point gain in a loyalty KPI in the first month (vendor-reported). It won Bronze in Customer Experience Reinvented at the Qorus Innovation in Insurance Awards 2026.
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Business context
- Value chain steps
- Customer serviceCompliance and regulation
- Insurance branches
- Individual life insurance
- Application scope
- Internal only
- Country or market unit
- ES
Value and impact
- Added value category
- Quality improvementRisk reductionCustomer experience improvement
Technical details
- AI category
- Generative AINatural language processing
- Cloud provider
- Google Cloud Platform
Compliance and governance
- EU AI Act risk category
- Minimal risk
- EU AI Act role
- Deployer
- Relevant policies
- EU Artificial Intelligence ActGeneral Data Protection Regulation
Metadata
- Development type
- Scaled application
- Original source
- https://cloud.google.com/customers/intl/es-419/vidacaixa
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