AFP Protección S.A., a unit of a Colombian holding company Grupo de Inversiones Suramericana, is the second largest pension fund manager in Colombia, with some 1.6 million clients. It manages three funds for unemployment insurance, voluntary retirement savings, and mandatory retirement savings. AFP Protección was founded in 1991 and is based in Medellín, Colombia.

Proteccion implemented Inbenta’s Virtual Assistant, to deflect the customer support chats that they served on their website. Now, Inbenta answers up to 80% of their customer questions, within less than a second, improving their online experience, and only passing those remaining detailed and unique chat sessions to live agents when they need a real agent’s attention.


What it looks like: