How Sabadell Seguros scaled SofIA to 6,000 agents, cutting refusals 20% | Galtea Blog
Blog post from Galtea
Sabadell Seguros, the insurance division of Banco Sabadell, successfully scaled its generative AI assistant, SofIA, to 6,000 sales agents by implementing a rigorous testing and evaluation program in collaboration with Galtea. This initiative was crucial in the regulated financial services sector and involved automated test generation, ensuring that SofIA's performance was on par with human agents across various scenarios, including adversarial and multi-turn conversations. The evaluation process improved key performance indicators like RAG accuracy and quality metrics by 8% and reduced refusals by 20%, providing measurable evidence of SofIA's reliability and readiness for scale-up. This systematic approach replaced guesswork with a prioritized improvement roadmap, allowing leadership to make informed decisions about deploying SofIA to millions of customers.
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