Allstate Elevates Customer Service Through Artificial Intelligence

Allstate deployed Amelia as a test in September and, to date, has used the platform in more than 3 million customer conversations. With an instant message interface, Amelia leads call center employees through step-by-step procedures to help answer a variety of customer questions, including policy and policyholder information. "Amelia is quickly becoming an important component of our customer service strategy," said Allstate Senior Vice President Carla Zuniga. "She provides our call center personnel with the information and procedures they need to address our customers' questions and concerns." Amelia's machine learning capability allows her to improve her ability to answer customer questions by "listening" to interactions she doesn't understand and with Allstate experts' help quickly expanding her knowledge.