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Allianz positions AI as a core part of customer operations
The insurer is rolling out AI to speed customer support, including coverage beyond regular working hours, while also assessing risks from deepfakes and other misuse.
Allianz is positioning artificial intelligence as a core element of its customer operations, with CEO Oliver Bäte describing the technology as the “baseline” of the business rather than an add-on. The insurer said it plans to use AI to improve customer experiences and broaden the availability of support, including outside regular working hours.
The company said it has built an internal chatbot, Mia, to help employees answer basic customer questions more quickly. Board member Sirma Boshnakova added that AI could enable customer help on Sunday evenings even when no employees are working.
Allianz also outlined how it is approaching its broader AI transformation, saying people and processes account for 70% of the effort, compared with 20% for data and 10% for tools. It is simultaneously examining technology-related risks, including malfunctioning AI in vehicles, deepfakes, social engineering, and “AI washing.”
The insurer said its AI approach will focus on transparency, human oversight, fairness, and data protection. Coverager reports Allianz is emphasizing both the benefits for customer service and the need for safeguards as AI use expands.