IAG today announced it will partner with OpenAI to explore agent-based voice solutions that support the general insurer’s employees in Australia to deliver better service and support to customers.
Powered by OpenAI Presence, a newly launched agentic system, IAG will initially explore opportunities to enhance claims delivery, with a particular focus on supporting customer responses and scaling capabilities when faced with natural disasters.
IAG will develop the solution with OpenAI’s Presence, in line with its standards for governance, security, and responsible use of AI and expects to commence delivery in the first half of FY27.
IAG CEO Retail Insurance Australia Julie Batch said the aim is to provide faster, more consistent access to help customers when they need it most.