Allianz calls AI the “baseline” of its business

> has positioned artificial intelligence as a core part of its customer operations, with CEO Oliver Bethe describing the technology as a “baseline” for the business rather than an add-on.

Insurers plan to use AI to improve the customer experience and make support faster and more widely available, including outside of normal business hours. Allianz board member Silma Boshnakova said AI could enable the company to support customers “even on Sunday evenings when employees are not working.”

Allianz has also developed an internal chatbot called Mia that allows employees to quickly respond to simple customer questions. Board member Lennart Wagner said people and processes account for 70% of the company’s AI transformation, data 20% and tools 10%.

Insurers are also investigating risks posed by technology, including malfunctioning AI systems in vehicles, deepfakes, social engineering and “AI washing,” where companies exaggerate the role AI plays in their products.

Allianz said its approach to AI emphasizes transparency, human oversight, fairness and data protection.