Customer Case Study
Insurance Company
Integrating: Setera AI SmartVoice + Insurance ERP Platform + GDPR - Compliant Voice Recording + Microsoft SSO Authentication
Customer Overview
The Customer is a leading Italian insurance company supported by a network of over 500 agencies and more than 1,100 sub‑agencies. The company is active in all life and non-life lines, covering the whole of Italy via an extensive commercial network. Its mission is to be the elective insurer of families and small and medium sized enterprises. In 2025, total premiums (both Life and Non-Life) exceeded 2 billion euros.
Situation
The Company’s sales agents call clients and potential clients by telephone. On calls an agent is required to:
- sell the companies insurance products
- make a note of all the agreed customer insurance requirements
- write an insurance contract
- send the contract to the client for check and signature
This can be a lengthy process. By integrating advanced voice analytics and document management capabilities, the company aimed to empower its agents, boosting efficiency and facilitating a fully remote contract‑signing process.
Challenges:
On-line Solution
The company sought a centralised, cloud-based platform, accessible to all agencies on-line
Compliance
The enablement of compliant, traceable telephone communications with both prospective and existing customers
ERP Integration
• The solution needed to integrate seamlessy with the company’s central systems.
• Full control and governance over every telephone number utilised.
Setera's Solution
Setera AI SmartVoice
Legally valid phone-based contracts
• Integration with a GDPR-compliant voice recording system
• Ensures phone contracts can be executed with full legal validity, improving speed and compliance.
Conversations are converted into PDFs
• Includes full textual content and metadata, archived for legal and administrative use.
• In addition, conversations are subject to advance analysis using AI.
Automatic conversation summarisation
• An AI module generates intelligent call summaries
• Highlights intents, outcomes, required actions, and relevant information.
Real-time sentiment analysis
• During conversations, the system analyses the client’s tone and emotional trend
• Provides real-time feedback to the operator to adapt communication and approach.
Key Benefits:
Cloud Based Solution
• Available to all agency staff
• Integrated with company’s ERP system
• Centralised control and auditing
• Log in using Microsoft SSO, providing a unified login experience.
Operational efficiency
• Maya analyses spoken voice, separates it, and transcribes audio files by storing the call text on the company’s server or sending it to your mail.
• Calls take less time
• More contracts can be written
Contract Signing
• Improved business practices regarding the accuracy and speed of agencies writing customer contracts.
• Fully remote contract signing process.
If you would like more information, please complete the enquiry form.
We look forward to speaking to you.
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