Harry, Bert and Lenny bots ease AXA workload

AXA is using three artificial intelligence bots to automate routine claims and admin work, the insurer has revealed.

The bot helping the customer property claims team is called Harry, while his colleagues, Bert and Lenny, are working with the commercial property and liability teams, respectively.

AXA expects the bots to save more than 18,000 person hours per year.

They are designed to handle repetitive admin tasks, such as reading customer correspondence and pairing it with the requisite claims records. This task usually takes the insurer’s human staff around four minutes, but Harry can carry it out in less than 42 seconds.

The bots will be handed more tasks over the course of 2019. They will soon be joined by a fourth bot, Como, which will work with the commercial motor team.

“We are delighted to welcome Harry, Bert and Lenny to our admin teams and are pleased that their hard work is freeing up our human workforce to tackle more interesting, analytical tasks,” said Waseem Malik, executive managing director of claims at AXA UK.

“The bots have been warmly received by their new colleagues and we are already looking at new tasks for them to take on, as well as other areas of the business where we might employ similar AI.”

Mark Dugdale