IAG, the Australian general insurer, has unveiled a new partnership with OpenAI aimed at exploring agent-based voice technology to help its Australian workforce provide stronger service and assistance to customers.
The collaboration will draw on OpenAI Presence, a recently released agentic system. In the first instance, IAG intends to investigate how the technology could improve the way claims are handled, concentrating on customer responses and the ability to scale operations 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.
IAG CEO retail insurance Australia Julie Batch said the goal is to give customers quicker and more dependable access to assistance at the moments they need it most.
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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