IAG, the Australian general insurer, has unveiled a partnership with OpenAI to investigate agent-based voice technology designed to help its Australian workforce provide stronger service and support to customers.
The collaboration will make use of OpenAI Presence, an agentic system that has only recently been launched. In the first instance, IAG intends to examine how the technology could improve the way claims are handled, concentrating on customer responses and on expanding its capacity to cope during natural disasters.
The insurer plans to build the solution alongside OpenAI in accordance with its own frameworks for governance, security and the responsible deployment of AI. Delivery is anticipated to begin during the first half of FY27.
According to the company, the partnership is intended to give customers quicker and more dependable access to assistance at the moments when it matters most.
IAG CEO Retail Insurance Australia Julie Batch said, “We are excited to partner with OpenAI as it will provide our people with extra support to help them deliver higher value service to customers.
“Our initial focus will be on where the need is greatest – high volume natural perils – to ensure we help our customers the best way we can at a stressful point in their lives.
“This initiative represents the next step in our AI journey, enhancing the capabilities already embedded across our business and reinforcing our commitment to responsible, customer-led innovation.”
OpenAI head of go-to-market for Australia and New Zealand Satya Tammreddy said, “We look forward to working with IAG to explore how customer agents can help resolve issues faster, expand service coverage and deliver more consistent experiences, while reducing the operational burden on frontline teams.”
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