Allianz calls AI the ‘baseline’ of its business

Allianz is positioning artificial intelligence as a core part of its customer operations, with CEO Oliver Bäte describing the technology as the “baseline” of the business rather than an add-on.

The insurer plans to use AI to improve customer experiences and make support faster and more widely available, including outside regular working hours. Allianz Board member Sirma Boshnakova said AI could allow the company to assist customers “on Sunday evenings, even when no employees are working.”

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

The insurer is also examining risks created by the 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 will emphasize transparency, human oversight, fairness and data protection.