Refund Solution by AI Cyborg Engineers

Vetify (Iké Argentina's pet health plan company) was migrating towards a digital model where the refund process is critical for customer experience and operational efficiency. However, the workflow relied heavily on manual validations, limiting its scalability for a high-volume, low-ticket model. With an unavoidable business commitment and starting only from a design prototype, the company needed a strategic partner capable of materializing and implementing the web solution in record time.

At Ingenia, we transformed this challenge into an efficiency milestone through an operational model accelerated by Artificial Intelligence. We consolidated a Cyborg Engineers cell that, in an intensive hackathon-style format and working in sync with the client's team, built a functional end-to-end refund MVP in just 5 days of analysis and 5 days of development—a project that would traditionally have required a minimum of 3 months. This technological integration and the use of AI assets allowed for maximizing performance and achieving end-to-end digitalization, where users now manage their refunds in a 100% self-managed and digital way. The process re-engineering significantly optimized claims verification and transformed a historically manual workflow into an efficient and governed process for the Back Office, achieving the major milestone of reducing the refund management window from a traditional 15-day period to an online resolution. As an innovative approach, the key to success was building a relationship of solid trust to make agile technical decisions, demonstrating a new delivery model to the organization: faster, more efficient, scalable, and with superior quality from day one.