Tuio transforms insurance customer support with Rauda AI and ElevenLabs

Tuio is a Madrid-based insurtech startup founded in 2021, offering fully digital, transparent, and socially responsible insurance solutions. Customers can purchase and manage policies entirely online, starting with home and life insurance and soon expanding to car and pet coverage.

As Tuio’s customer base surpassed 70,000 policyholders, the team anticipated a surge in inbound calls. Clients expected instant, personalized answers to detailed questions, but traditional call center workflows were costly, slow to scale, and risked impacting satisfaction scores.

Deploying specialized AI voice agents for each insurance category

Tuio partnered with Rauda AI to implement a multi-agent architecture of generative voice assistants, each tailored to a specific insurance vertical. Agents for home and car insurance use ElevenLabs’ Agents Platform to deliver lifelike, brand-aligned conversations and resolve queries end-to-end.

The system integrates with Tuio’s policy data to provide real-time, context-aware assistance. Rauda’s orchestration layer routes calls, escalates to human agents when necessary, and continuously improves models based on interaction history. This modular setup allows Tuio to “train” a new agent for future product lines within days.

Impact: efficiency, satisfaction, and scalability

Within weeks of deployment:

• 40% of eligible inbound calls were fully automated by AI agents.
• 30% increase in CSAT, driven by natural, human-like interactions.
• 24/7 customer availability enabled.

This allowed Tuio’s human advisors to focus on complex cases and strategic growth initiatives, while customers continued to receive fast, personalized service with the assurance that a human agent was always available when needed. As Tuio’s founder Juan stated, “Technology is here to empower people. At Tuio, the human factor will always be at the center of what we do.”

With Rauda AI and ElevenLabs, Tuio has set a new standard for insurance customer support: scalable, always available, and human-like in its delivery. These improvements have led to higher satisfaction scores and consistently positive reviews, showing that innovation and customer trust can advance together.

“Rauda’s voice agents now solve almost half our calls on the spot and have lifted CSAT – proof that the right AI scales service and trust together.” – Javier González, Strategy & Ops, Tuio

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