What challenges did Generali France face before AI implementation?

Enhancing both customer and employee experiences across all business lines. Automating repetitive and manual insurance processes to boost efficiency. Improving compliance and reducing the number of unclaimed insurance contracts. Managing high volumes of customer calls and claims, particularly during climate-related events. Ensuring quality and personalization in services while reducing operational costs.

What was the impact of the AI solution?

Resolved 1.3 million calls through self-service; 30% of requests resolved without human intervention. Processed over 2.1 million insurance operations via RPA bots in 2024. Reduced unclaimed contracts from 15,705 in 2016 to 802 in 2023; 88% of new deaths processed within a year (up from 33%). Employee AI adoption rate above 70%, generating over 15 prompts per user per week. Improved Net Promoter Score, work-life quality, client satisfaction, and compliance outcomes.

Source

Microsoft

Generali France transforms insurance processes with AI agents and automation

Use case typeCustomer service automationUpdated Jun 13, 2026

Generali France, a leading insurer, embarked on a strategic three-year plan, 'Boost 2027,' placing innovation and people at the center of its transformation. The company leveraged Microsoft 365 Copilot, Copilot Studio, Azure OpenAI, and RPA to embed AI and generative AI into key insurance workflows. By providing every employee with access to generative AI tools, Generali democratized automation and accelerated the adoption of AI agents that support both internal experts and end customers. Key implementations include: AI-powered helpdesk support, multi-agent collaboration for case management, hyper-personalized marketing, automation of claims and document processing, and the integration of voice assistants for 24/7 customer responsiveness. As a result, Generali resolved nearly 1.3 million calls via self-service agents, processed 2.1 million operations through RPA bots, and reduced unclaimed insurance contracts significantly (from 15,705 in 2016 to 802 in 2023). Employee adoption exceeded 70%, with substantial improvements in operational efficiency, compliance, and customer satisfaction. AI and automation have streamlined insurance subscriptions and claims processes, delivering faster response times, more personalized service, and lowering the manual workload for staff. Teams now benefit from improved work conditions and can focus on higher-value tasks, while customers enjoy simpler, faster interactions. Generali France also maintains a strong ethical and responsible approach to AI, in line with regulatory requirements and sustainable digital practices. Overall, Generali France has emerged as a tech benchmark within the insurance sector, leading the industry in AI-driven transformation and operational excellence.

Organization: Generali France
Industry: Insurance
Location: France

Reported outcomes

−88%

quantified impactOther quantified impact

30%quantified impact−33%quantified impact70%quantified impact

Strategic outcomes

Customer experience & trustImproved customer self-service and responsivenessNew product / capabilityLaunched 24/7 AI voice assistantRisk & complianceReduced unclaimed insurance contractsCompetitive differentiationEmerged as an AI-driven industry benchmark

Primary read

Use case focus

Showing 3 of 6

1Automated claims processing with AI agents
2Customer self-service via multi-agent systems
3AI-driven compliance verification in insurance

Enhancing both customer and employee experiences across all business lines.
Automating repetitive and manual insurance processes to boost efficiency.
Improving compliance and reducing the number of unclaimed insurance contracts.
Managing high volumes of customer calls and claims, particularly during climate-related events.
Ensuring quality and personalization in services while reducing operational costs.

Deployed Microsoft 365 Copilot to 3,700 employees, with 70% adoption rate.
Implemented Copilot Studio and Azure OpenAI to create over 50 AI agents for specialized operations.
Scaled AI automation via RPA bots—processing 2.1M operations and supporting 1.3M calls.
Developed multi-agent solutions for helpdesk, claims, document processing, marketing, and compliance.
Launched a 24/7 AI voice assistant and streamlined the insurance subscription process using agentic AI.

Technologies

Microsoft 365 Copilot Copilot Studio Azure OpenAI Power Automate RPA

Resolved 1.3 million calls through self-service; 30% of requests resolved without human intervention.
Processed over 2.1 million insurance operations via RPA bots in 2024.
Reduced unclaimed contracts from 15,705 in 2016 to 802 in 2023; 88% of new deaths processed within a year (up from 33%).
Employee AI adoption rate above 70%, generating over 15 prompts per user per week.
Improved Net Promoter Score, work-life quality, client satisfaction, and compliance outcomes.

Architecture

Multiple agentic AI solutions and RPA bots built with Microsoft 365 Copilot, Copilot Studio, and Azure OpenAI handle call/service intake, document processing, case routing, compliance management, and customer self-service. 24/7 voice assistants interface with customers. Agent clusters support employees in end-to-end claims processes, integrating with data repositories and compliance modules. All integrated via the Microsoft cloud and managed by in-house innovation teams.

Sources & evidence1

Groundedness: 5/5

Primary source

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