InsurTech: AXA Launch AI/Human Concierge Service

Is Artificial Intelligence really going to rule the world? Maybe, but not yet, if this new service from AXA proves to be an indicator of our industry’s future. Chatbots and AI can help sift many typical customer queries, but often, the human touch is needed to unravel a complex insurance claim, or add another individual to a policy, who may have a medical condition, points on their licence…you get the picture.

Perhaps it’s time for the hybrid approach? AXA Partners, has just launched PLEEZ, a unique personal assistant solution. AXA Partners is positioning itself as a forerunner by launching a solution that combines artificial intelligence, human expertise and AXA’s international network of concierge service providers.

Developed in collaboration with French start-up Wiidii, the PLEEZ app offers multiple services through simple voice command or chat access. With this innovation, AXA Partners sets out to enrich its partners’ customer experience. PLEEZ helps make users’ daily lives easier by providing them with everything from recommendations to
reservations when it comes to restaurant, transportation, hospitality and culture and leisure services.

pleez app AXA virtual assistant

Pleez and apps like it could stream lifestyle data to insurers and brokers alike.

The app’s AI learns about the preferences and tastes of the user on a continuous basis to improve the services it offers. Dedicated experts take over to answer questions when required, without impacting response time. PLEEZ’s many services are based on AXA’s international network of concierge service providers, which has evolved over more than 20 years.

The same machine learning could well underpin the smartphone insurance apps of the future. By responding to questions on cover, travel plans, vehicle ownership in a household etc an insurer can build up a valuable picture of someone’s overall lifestyle, and offer tailored products – at exactly the right time.

“Over the last three years, there’s been a profound shift in the traditional concierge
service market, especially with the advent of new digital players, which has led to
new consumption patterns. Within this context, we’ve launched PLEEZ with the
goal of offering a unique experience to our partners’ customers. The European
launch is only the first step. PLEEZ will roll out in North and South America in
January 2018 and in Asia over the course of the next year.” Serge Morelli, Deputy
CEO of AXA Partners.

“We are very pleased to partner with AXA Partners for this innovative venture; it’s an exciting project. Knowing such an important group relies on our cutting-edge technology makes us very proud!” Cédric Dumas, Wiidii Founder.

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