Generali France deploys three AI Watson implementations
The insurance company Generali France has deployed three virtual assistants based on IBM’s Watson AI technology in the past year.
The firm has also created a Centre of AI Competencies to accelerate the adoption of AI within the insuring group.
These moves are part of its “Excellence 2022” transformation programme, launched in 2017.
The insurer says it is pursuing a “phigital” approach to its relationships with clients, combining advisers and physical presence with digital AI services.
IBM Watson’s AI is used in a range of applications in the centre, including a virtual assistant named “Letizia”, which allows advisers respond more precisely and quickly to customer requests regarding vehicle or house insurance.
This tech has been available on the firm since April 2018; and is based on IBM Watson Virtual Assistant available on the IBM Cloud. Letizia will be deployed in the underwriting and risk assessment process within the first half of 2019.
The insurer also uses a voicebot to improve customer experience which transposes voice-to-text through natural language processing (NLP) – this processes questions and provides answers through voice.
Since its launch in July 2018, the voicebot has delivered over 350 house insurance certificates weekly, with 60% of them entirely realised without human intervention. Since October 2018, it was extended to school attestations and those of civil responsibility.
This one is currently in pilot phase for 170 voluntary clients at the insurer, which have applied through a platform which allows them to participate in the development through feedback. From 12 October, this will be extended to a larger collaborating client base, and fully to all clients and prospects towards the end of the year.
