What challenges did Iris Global by SANTALUCIA face before AI implementation?

High volumes of manual document classification were slowing customer service response times and increasing operational workload in insurance claims processing. The manual effort diminished service quality and employee capacity to address customer needs effectively.

What was the impact of the AI solution?

The solution automates classification of half of 30,000 monthly documents, saving work equivalent to three full-time employees. Customer response times improved by 60%, enabling faster claims processing and reducing classification errors. The tool allowed staff to focus on more valuable tasks, enhancing overall customer experience and enabling the company to handle workload surges more efficiently.

Source

GCP

Iris Global by SANTALUCIA Automates Insurance Document Classification with Google Cloud AI

Use case typeDocument automationUpdated Jun 13, 2026

Iris Global by SANTALUCIA utilizes Google Cloud AI to automate insurance document classification, significantly reducing manual workload and improving customer service responsiveness. The solution classifies insurance claims documents into 23 predefined categories automatically, handling various file formats through Vision AI, and uses Vertex AI for no-code model development and continuous improvement. This automation facilitates faster claim processing, a 60% reduction in response times, and a reduction in errors, enabling employees to focus on higher-value tasks.

Organization: Iris Global by SANTALUCIA
Industry: Insurance
Location: Spain

Reported outcomes

−60%

timeTime & speed

Strategic outcomes

New product / capabilityAutomated insurance document classificationCustomer experience & trustImproved claims response and service qualityEmployee experienceFreed staff for higher-value tasksSpeed & agilityHandled workload surges more efficiently

Catalog median for time & speed deployments: −60% across 727 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 2 of 2

1Document classification automation
2AI-powered customer service enhancement

High volumes of manual document classification were slowing customer service response times and increasing operational workload in insurance claims processing.
The manual effort diminished service quality and employee capacity to address customer needs effectively.

Iris Global collaborated with partner Emergya to build an automatic document classification tool on Google Cloud using Vertex AI and Vision AI.
The tool was developed using pre-built machine learning models with a no-code approach, trained to classify documents into 23 categories with ongoing model refinement.
Vision AI supports various document input formats such as JPEG and TIFF, enabling seamless automation.

Technologies

Vertex AI Vision AI

The solution automates classification of half of 30,000 monthly documents, saving work equivalent to three full-time employees.
Customer response times improved by 60%, enabling faster claims processing and reducing classification errors.
The tool allowed staff to focus on more valuable tasks, enhancing overall customer experience and enabling the company to handle workload surges more efficiently.

Implementation partners1

Emergya

Sources & evidence1

Groundedness: 5/5

Primary source

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Customer evidence