Insurance | Smile.CX

For financial leaders, customer experience is no longer a support function, it's a strategic asset.

In financial services every customer interaction is a potential compliance risk, a revenue driver, or a loyalty challenge. Smile.CX empowers financial leaders with real-time visibility and control over the entire customer journey, transforming service operations into a competitive advantage.

Proven impact across 4.500 clients

XX%

Increase in right-party-contact (RPC) conversions

XX%

Reduction in hold times violations

XX%

Improvement in internal and external compliance adherence

XX%

ROI achieved

XXX,XX$

Extra revenue per agent

Read our customer stories

Qué frena la CX en el sector asegurador hoy

Policy-bound interactions are processed in isolation

Claims, assistance, and support are handled as separate workflows, each with their own rules, systems, and priorities. Coordinating them without misalignment remains a persistent cost and compliance risk.

Agent-led service decisions impact regulatory exposure 

Branch, contact centre, and partner network agents make customer-facing decisions that affect eligibility, liability, and recovery. Most of these actions are not recorded, structured, or audited.

Claims acceleration increases volume, not control

Faster digital claims intake has increased volume, but triage, escalation, and fraud detection remain uneven across regions and partners. Without orchestration, speed creates new fragmentation.

Underwriting, claims, and CX report to different functions

Customer sentiment, SLA violations, and compliance breaches are recorded separately, often with no shared visibility across systems or leadership. Root cause is only visible in hindsight.

Where Smile.CX helps

Smile.CX is a plug-in decision layer for customer operations. From policy ops to roadside assistance, insurance workflows stretch across systems, silos, and service partners.

Integrates with your existing systems — no replatforming

Connects to CRMs, risk engines, call center tools, and core banking without disrupting governance or introducing latency.
Meets FS-grade security by default

Includes bank-level encryption, role-based access, and traceable data flows that align with internal policies and external mandates.
Keeps critical decisions human-led and auditable

No black-box AI. Smile.CX ensures high-risk moments (like complaints, escalations, or fraud holds) remain explainable, controllable, and escalation-safe — with humans in control when it matters most.
Orchestrates journeys across support, risk, and product ops

Complaint handling, onboarding, and fraud response follow a unified, logic-driven path — not fragmented scripts or channel silos.
Supports concurrent case handling with full context memory

Agents can manage multiple flows at once — rejoining AI-handled interactions with instant copilot summaries and no loss of continuity.
Adapts to how you work — then learns

Avoids template lock-in. Smile.CX evolves with how your workflows, teams, or regulatory pressures shift.