SOR'UN

SOR'UN was hired by MAPFRE, a major insurance group, to develop a Facebook chatbot to improve customer interactions on social media. The goal was to provide fast and effective responses to customer queries, complaints, and recommendations, and eventually enable sales on social media accounts. SOR'UN successfully completed the first stage of the project within two months, providing a bot that could offer traffic insurance quotes and, if possible, complete the sales process during the same chat. They also ensured that messages from customers who did not want a quote were forwarded to the Complaint Management Department. The chatbot was well-received, with customers appreciating the almost immediate responses and the efficiency of the process.

The selection of SOR'UN as the vendor for this project was made after a detailed Request for Proposal process involving several departments, including E-commerce, Digital Marketing, IT, and Information Security. The vendor was chosen based on their previous encounter at a digital event and their ability to meet the business requirements. The project was executed by a team from SOR'UN, including an account manager, an analyst, a developer, and a UX team. The team size remained consistent throughout the project and was deemed adequate for the tasks at hand.

In the next stages of the project, MAPFRE plans to expand the chatbot's capabilities to include providing different product offers, asking FAQs with NLP technology, and integrating live support. They will also continue to use SOR'UN's Suite product to answer complaints and demands on their website or chat platform. These plans reflect the success of the initial project and the positive impact of the chatbot on customer interactions.