VoiceIQ retention call analytics (Sabadell Seguros)
by Sabadell Seguros (Zurich / Banco Sabadell)
Market unit: ES
Sabadell Seguros, Zurich's bancassurance joint venture with Banco Sabadell in Spain, uses Zurich's GenAI platform VoiceIQ to analyse retention calls. Instead of manually reviewing 3-4% of calls, the team analyses 100% of calls in under a minute and feeds insights into agent assignment, best-performing scripts, behavioural-economics retention arguments, training and A/B tests (Retention Lab). Retention success improved by almost 20%. Bronze, GenAI Innovation of the Year, Qorus-NTT DATA Innovation in Insurance Awards 2025. VoiceIQ is a module of the published ZurichIQ suite.
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AI capability and maturity
AI capability level
Business context
- Value chain steps
- Portfolio administrationCustomer service
- Insurance branches
- Individual life insuranceProperty insurance
- Application scope
- Internal only
- Country or market unit
- ES
Value and impact
- Added value category
- Revenue increaseEfficiency gain
- Estimated time savings
100% of retention calls analysed in under a minute (previously 3-4% manually)
- Quality gain
Retention success up by almost 20%
Technical details
- AI category
- Generative AINatural language processing
Compliance and governance
- EU AI Act risk category
- Limited risk
- EU AI Act role
- Deployer
- Relevant policies
- EU Artificial Intelligence ActGeneral Data Protection Regulation
Metadata
- Development type
- Scaled application
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