Generali France transforms insurance processes with AI agents and automation

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.