In the dynamic telecommunications sector, where the digital customer experience is increasingly crucial, we developed an Artificial Intelligence (AI)-based solution that has transformed how mobile device insurance is contracted, both in the Latin American and Spanish markets.
The Challenge
Contracting mobile insurance traditionally required in-person processes or manual checks. This led to long waiting times, high operational costs, and significant exposure to fraud. Furthermore, it created friction in the digital channel, limiting conversion rates.
The Solution
We designed a mobile application that integrates natively into operators’ digital channels, allowing for automatic and remote validation of a device’s physical condition before insurance enrollment:
- The user positions their phone in front of a mirror. Using the front camera, the AI visually scans the screen to detect physical damage.
- In parallel, an automatic touchscreen test runs to check its functionality.
- The entire process takes seconds, with no need to visit a store or require human support.
Results
- 100% Digital Process: Customers can enroll in insurance at home, directly from their mobile device.
- Fraud Prevention: The solution prevents damaged devices from being insured.
- Improved User Experience: The process is fast, intuitive, and secure.
- Reduced Operational Costs: No need for manual validations.
- Generation of Useful Data: It provides full traceability for analysis and continuous improvement.
Impact
The solution is currently being used with one of the main telecommunications operators in Latin America (with over 100 million customers) and a leading operator in Spain (over 16 million mobile lines). Thousands of validations are performed monthly, directly impacting operational efficiency, fraud reduction, and increased mobile insurance conversion.
Conclusion
This success story demonstrates how an AI solution can be implemented in a scalable and effective manner across different markets, adapting to specific contexts and needs. The digitalization of the validation process has generated tangible benefits for both end-users and operators, consolidating a real competitive advantage in a highly demanding market.
