Darwin Seguros Adopts Zendesk Copilot & QA to Scale Efficiency While Keeping Quality

An insurer born to raise the bar

From the outset, Darwin Seguros was founded with a clear objective: to transform the way the insurance market interacts with customers. In a historically traditional industry, the company adopted a digital, experience-led approach to simplify customer journeys and reduce bureaucracy.

With around 50,000 customers and a fully digital operation, Darwin structured its customer service around self-service and modern channels. WhatsApp, chat and email quickly became the main points of contact, reflecting the behaviour of its audience.

To maintain its high standards, the leadership team recognised that the operation needed robust tools. Zendesk was chosen to centralise all interactions in a single, intuitive workspace.

“We have to be digital from the inside out; it can’t be from the outside in,” says Kátia Gonçalves, Head of CX at Darwin Seguros.

This principle guided the development of an operation that values both the customer experience and the agent experience.

The challenge of scaling without compromising quality

Continued growth exposed operational limitations that called for a new technical approach. As the company grew and expanded into new products, the volume and complexity of customer enquiries increased rapidly. Unlike in many other industries, people almost always contact their insurer at critical moments, which requires an even greater level of care.

In addition, the team was operating at high capacity, with agents handling multiple chats, emails and calls simultaneously. Each operator dealt with around ten conversations at a time. Expectations were also high because the team was not divided by subject area, so everyone needed to master a broad range of topics.

This situation increased the risk of errors and inconsistent communications, with a knock-on effect on the customer experience.

“We identified that the customer journey was being affected by the agent, particularly by the response time and the way responses were written,” explains Kátia.

The challenge was clear: improve efficiency without compromising quality.

The manual quality-monitoring process was also a bottleneck, given the 14,000 open tickets.

“I wanted to put my head under the water to find out whether the water was actually clean,” Kátia says, describing the limitations of the previous quality assessments.

AI as an agent’s ally

To address this situation, Darwin implemented Zendesk Copilot, an AI solution designed to support agents as they serve customers. The aim was to reduce operational effort and make responses more consistent.

From the beginning, the strategy was clear: use technology to augment agents, not replace them. The team went through a period of testing and adaptation, including a proof of concept and the creation of content to train the AI.

“Copilot became a partner to our team,” says Michele Barros, CX Coordinator.

The tool began suggesting responses, refining language and adapting each agent’s tone of voice, helping them deliver more accurate and consistent replies. As a result, agents moved beyond focusing solely on execution and began working in a more analytical way.

At the same time, Darwin implemented Zendesk QA, which uses AI to monitor service quality at scale. The tool provided visibility into patterns, recurring errors and opportunities for improvement.

The adaptation period involved careful planning to configure the knowledge base. Managers demonstrated that the tool was a partner rather than a punitive mechanism.

“We’ve gained a great deal in productivity and in our agents’ experience,” Michele emphasises.

Centralising work in a single environment made it easier for people to concentrate and perform effectively each day. Teams such as claims and quality began working in the same interface, with greater collaboration and a smoother workflow.

The operation became more streamlined because it could cross-reference data without distracting internal users.

Real gains in efficiency and experience

The smoother new processes produced strong performance indicators and much faster customer service.

More than 80% of Copilot’s suggested responses were accepted, demonstrating the team’s rapid adoption of the tool. By reducing the time spent typing, the company decreased the number of contacts needed per claim from eight to an average of five interactions.

The experience metrics clearly reflected this operational progress. Overall average resolution time fell from 45 minutes to around 37 minutes following the changes. CSAT increased by 4 percentage points, reaching 87%.

This efficiency gain enabled the insurer to grow without expanding the team at the same rate.

“We were able to increase our service capacity without needing to increase the size of the team,” Kátia points out.

The introduction of QA into the daily routine brought service oversight to a new level. Darwin began monitoring most of its active interactions, with assessment accuracy above 92%.

This visibility provided a more complete view of the operation and enabled more targeted action.

“We moved from a very granular view to a broad, structured view of quality,” says Michele, describing the consistency achieved in customer service.

Continuous progress with a vision for the future

For Darwin, implementing these solutions is only the beginning. The company is already planning to expand its use of artificial intelligence and explore new features to deepen these gains further.

The relationship with Zendesk has also evolved over time, moving from a more transactional relationship to a strategic partnership. This alignment has been fundamental to extracting more value from the platform.

With a solid foundation and a clear vision for the future, Darwin Seguros continues to invest in technology to scale while maintaining quality—and keeping the customer at the centre of every decision.