Success story - Leading Spanish company in the transportation sector
Automation of claims management with intelligent operational agents
Izertis uses intelligent operational agents on Google Cloud to automate claims management for a major Spanish company in the transport sector, integrating document extraction via Gemini and the complete centralisation of case file information
The project
The company managed its claims processes in a predominantly manual manner, resulting in significant inefficiencies within a business-critical workflow.
Each claim required multiple human interventions to coordinate communications, collect and process documentation, and update the case status throughout its various stages. The lack of automation led to delays in notification and resolution, a high likelihood of errors in the extraction and handling of document data, and fragmented information that made centralised tracking difficult.
This created a considerable operational burden for the team, which spent time and effort on repetitive tasks rather than focusing on higher-value activities. The organisation needed a solution capable of automating the end-to-end claims management process, reducing manual intervention, improving the accuracy of document processing, and accelerating incident resolution, while freeing up human resources to focus on activities with greater business impact.
The challenges
Claims processes that are highly manual and reliant on human intervention
Delays in the reporting and resolution of incidents
High likelihood of errors in the extraction and management of documentary data
Scattered information and a lack of centralised visibility into the status of each case
The solution
Izertis designed and implemented a system of intelligent operational agents on Google Cloud that automates the entire claims management lifecycle. Gemini was integrated to extract information from claims forms, which contained both typed and handwritten text. This multimodal AI capability enabled the documents to be processed with a high degree of accuracy, overcoming the limitations of traditional OCR systems, particularly with regard to handwritten data.
This solution enables the automatic and structured extraction of data from any type of document associated with the claim, eliminating the need for manual data entry and significantly reducing errors.
Building on this, the operational agents autonomously manage the entire flow of communications, sending automatic notifications at every stage of the process, from the initial notification to the final confirmations. All information and documentation is centralised in a single digital dashboard, providing complete and up-to-date visibility.
Furthermore, Vertex AI, the platform on which Gemini operates, leverages natural language processing to minimise errors and speed up classification and management tasks, ensuring a faster and more efficient resolution of each incident.
The result
The implementation of intelligent operational agents enabled the claims process communications to be fully automated. The agents autonomously manage the sending of notifications at every stage of the claim, eliminating the need for manual intervention and ensuring that all parties involved receive the correct information at the right time.
The integration of Gemini significantly improved the accuracy and speed of document processing, reducing errors in data extraction and substantially speeding up document management tasks. Centralising all case file information in a single digital dashboard facilitated up-to-date monitoring and control of each case, providing real-time visibility into the status of claims.
By taking on repetitive, low-value-added tasks, the agents freed up the team to focus on higher-impact activities, improving productivity and service quality. Overall, the solution transformed a resource-intensive and error-prone process into an automated, efficient and scalable workflow, capable of responding more quickly and reliably to business needs.
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