Australian insurance company IAG has partnered with OpenAI to explore agent-based voice solutions to help its Australian employees provide better service and support to customers.
Powered by its newly launched agent system OpenAI Presence, IAG will first explore opportunities to enhance claims delivery, with a focus on supporting customer response and expansion capabilities during natural disasters.
IAG will develop the solution using OpenAI Presence in accordance with its standards for governance, security and responsible use of artificial intelligence, with delivery expected to begin in the first half of fiscal 2027.
IAG Australia Retail Insurance chief executive Julie Batch said the partnership was about delivering a faster and more consistent service to help customers when they need it most.
“We are excited to partner with OpenAI as it will provide our employees with additional support to help them provide higher value services to our customers,” said Batch.
“Our initial focus will be where the need is greatest – high-volume natural disasters – to ensure we are helping our customers in the best possible way during a stressful time in their lives.
“This move represents the next step in our AI journey, enhancing the capabilities already in our business and reinforcing our commitment to responsible, customer-led innovation.”
Satya Tammmreddy, head of marketing for OpenAI Australia and New Zealand, added: “We look forward to working with IAG to explore how customer agents can help resolve issues faster, expand service coverage and provide a more consistent experience, while reducing the operational burden on frontline teams.”
