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IAG partners with OpenAI to pilot agentic voice for claims
The insurer plans to use OpenAI Presence to support faster, more consistent customer help for high-volume natural disaster claims, with delivery targeted for the first half of FY27.
Australian insurer IAG has partnered with OpenAI to explore agent-based voice solutions designed to help its employees in Australia provide better service and support to customers.
The pilot, powered by OpenAI Presence, will initially focus on claims delivery, including supporting customer responses and scaling capabilities during natural disasters. IAG said it will prioritize high-volume natural perils, aiming to give customers quicker, more consistent access to help at what it described as a stressful time.
IAG plans to develop the solution using OpenAI Presence, with rollout aligned to its governance, security, and responsible AI standards. Delivery is expected to commence in the first half of FY27.
IAG CEO Julie Batch said the partnership is meant to provide employees with extra support to deliver higher value service, and that the initial focus will be on the areas of greatest need for customer assistance during major natural events.