Progressive Insurance Empowers Employees with Fusion Development Chatbots

Progressive Insurance, a leading insurer with a reputation for innovation, sought to maintain its edge by improving internal efficiency. Facing limited IT resources for many departments, the company initiated a fusion development approach, combining professional developers and citizen developers to deliver effective solutions. Using Microsoft Power Virtual Agents, Progressive built intelligent chatbots to provide instant answers to internal teams such as Claims, Marketing, Training, and Helpdesk. The initial bot, Cloudie, was designed and launched within three months by a professional developer new to bot-building. Encouraged by the success, other departments began developing their own no-code bots. As a result, the initiative automated responses to common queries, reduced IT bottlenecks, and allowed employees across the company to take part in innovation and solution creation. Teams with limited IT support needed more efficient access to answers and resources. Power Virtual Agents enabled employees in non-technical functions to participate in development, boosting overall efficiency. Professional and citizen developers worked together to break down silos and address business challenges directly.