Allstate pilots AI in call center

Allstate and technology partner IPsoft have announced a test of the latter's Amelia artificial-intelligence software for customer service.

The software has been in testing phase since September and has been used in more than 3 million customer conversations, the companies say. It uses an instant-messaging platform to help call-center employees answer customers' questions effectively and efficiently.

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Allstate signage stands outside its headquarters in Northbrook, Illinois, U.S., on Thursday, Dec. 30, 2010. Allstate Corp. sued Bank of America Corp. and its Countrywide mortgage unit over $700 million in residential mortgage-backed securities the insurer purchased, claiming Countrywide misrepresented the investments. Photographer: Tim Boyle/Bloomberg *** Local Caption ***

"Amelia is quickly becoming an important component of our customer service strategy," said Allstate SVP Carla Zuniga. "She provides our call center personnel with the information and procedures they need to address our customers' questions and concerns."

Allstate says using Amelia has helped cut down training time for new employees and assists in compliance. The company has been going hard at digitalization recently, increasing its use of drones at claim time and third-party data sources for fraud detection. Its Arity subsidiary is also developing a number of connected-car applications for insurance and more.

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