Spanish insurer IMA Iberica leapfrogs industry giants with Europe’s largest Google Agent Assist implementation, creating 5,000-strong virtual workforce
ServicesLONDON, UNITED KINGDOM, November 21, 2025 /EINPresswire.com/ — Most European insurance companies are still talking about AI strategy in boardrooms, but IMA Iberica has quietly rolled out the largest Google Agent Assist system in Europe.
The deployment, done by Sabio Group, a leader in AI-first customer experience, turns 200 agents into AI-augmented specialists who can instantly access more than 40,000 insurance documents and handle 45,000 customer requests each month.
The stats speak for themselves: totally automated interactions that are the same as 5,000 full-time workers, call summary generation that goes from minutes to seconds, and €15,000 in monthly income generating—all of this was done in just 12 months from idea to production.
Gabriel Rodriguez, Country Manager for Sabio Spain, says, “Most companies are still planning their AI dreams while we’re making them a reality on an industrial scale.” “Our 20 years of experience with AI and automation, along with our close partnership with Google Cloud (which includes three Google specialists working on this project), means that we don’t just use technology; we completely rethink what’s possible.”
This deployment is a masterclass in complicated integration since it connects Google’s cutting-edge foundation models with IMA’s old Avaya infrastructure. The system has five features that will change the game: natural language knowledge inquiries, real-time transcription, contextual recommendations, automated call summaries, and automated call classification.
Rafik Allaoua Baddaoui, Director of Information Systems and General Services at IMA Iberica, says, “Sabio didn’t just deliver technology; they delivered transformation.” “Our competitors are having trouble with basic automation, but we’re using AI that understands context to handle insurance questions from 80 different clients.” The effect has been huge on our Spanish operations: agents enjoy it, consumers get better service, and our operations in Italy and Belgium are begging for the same thing.
Sabio is already building AI frameworks for individual industries based on the IMA model. The goal is to use this success to expand into Europe’s €300 billion insurance business.
Gabriel says, “We’ve shown that enterprise AI isn’t just about proof-of-concepts and pilots; it’s about handling millions of real customer interactions with a measurable effect on the business.” We don’t have to wait for the future of customer experience; we’re constructing it right now, one huge deployment at a time, thanks to our Google Cloud knowledge and unique development skills.
This deployment comes after Sabio won many awards for its usage of AI, including “Best Use of AI” at GITEX Global with Transcom and Avaya and “Best Use of Data & Insights” for British Airways at the European Contact Centre & Customer Service Awards.
A Success Showcased at ExpoRC
The recent RCExpo in Spain brought even more attention to the success of IMA Iberica and Sabio. Rafik talked about how IMA Ibérica has changed over the past ten years with the help of Sabio in a round table interview called “From Data to Emotion: IMA Ibérica’s Journey Toward a Generative Customer Experience.” He stated, “We moved to generative AI because our technicians had to handle a lot of calls and support a wide range of products that make up our service, from home assistance to travel assistance, and the language needs that come with them.”
Daniel Gil, an AI and Automation Specialist at Sabio and a member of the team that worked on this project at IMA Ibérica, said, “Generative AI is great for working with text and lets us transcribe audio, which means we can give technicians real-time documentary support without having to use the old online documentation system.” It also helps keep track of the paperwork for each client engagement. Daniel underlined how important it is for clients to be open to advice: “Clients need to let our team tell them about the different services Sabio offers. If they don’t, they start out blind, which wastes a lot of time and money and leads to burnout.” This is why working with professionals is so crucial.
José María Galdona, Sabio’s IMA Ibercia customer manager, led the session. It was a great place for experts to talk about the whole process from both the supplier and client points of view. The seminar also stressed how important it is to correctly assess each organization’s needs and approach each implementation with prudence and strategic adaptation. This is because, contrary to common opinion, artificial intelligence is not a rigid or fixed technology.
