Sabio has completed Europe’s largest deployment of Google Agent Assist for IMA Iberica.
The implementation equips 200 agents with AI-supported tools that provide instant access to more than 40,000 insurance documents and support around 45,000 monthly customer interactions.
Delivered by Sabio, the project moved from concept to full production in 12 months. According to Sabio, the system now handles fully automated interactions equivalent to 5,000 full-time employees, reduces call-summary creation from minutes to seconds and generates approximately ,15,000 in monthly revenue.
Gabriel Rodriguez, Country Manager for Sabio Spain, said, “our 20-year AI and automation heritage – and our intimate partnership with Google Cloud – including three dedicated Google specialists embedded in this project – means we don’t just implement technology, we fundamentally reimagine what’s possible.”
The deployment integrates Google’s foundation models with IMA’s existing Avaya infrastructure, introducing natural language knowledge search, real-time transcription, contextual recommendations, automated call summaries and automated call classification.
“Sabio didn’t just deliver technology – they delivered transformation,” said Rafik Allaoua Baddaoui, Director of Information Systems and General Services at IMA Iberica.
“While our competitors struggle with basic automation, we’re processing insurance queries across 80 different clients with AI that actually understands context.
Across our Spanish operations, the impact has been staggering already: agents love it, customers get better service, and our operations in Italy and Belgium are clamouring for the same capability.”
Sabio is now developing sector-specific AI frameworks based on the IMA model, targeting broader adoption across the European insurance market.
“We’ve proven that enterprise AI isn’t about proof-of-concepts and pilots – it’s about processing millions of real customer interactions with measurable business impact,” Rodriguez added.
The project builds on Sabio’s recent AI-related award wins, including recognition with Transcom, Avaya and British Airways.
The IMA deployment was also discussed at RCExpo in Spain during a session titled From Data to Emotion: IMA Ibérica’s Journey Toward a Generative Customer Experience.
For more information about Sabio - visit the Sabio Website
About Sabio
Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India. Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels. Find out more about Sabio
Author: Hannah Swankie
Reviewed by: Jo Robinson
Published On: 21st Nov 2025
Read more about - Latest News, Sabio
