Generali Smart Automation Platform Qorus Innovation in Insurance Awards 2022- Nominated

Smart Automation plays a key role in the insurance industry. For Generali it represents a strategic lever to improve operational efficiency and achieve our Lifetime Partner ambition. It promotes better customer outcomes and experience, improved organizational agility, happier colleagues, and a more sustainable business. Automatic document understanding and management, evaluate frauds or damage by simply analysing the picture of a claims, virtual assistant to support customers and agents are just few examples of the disruptive potential that Smart Automation is bringing to the insurance sector. The idea is born to reply a simple question: how can we support to improve our customer experience of 70M Generali customers in our +50 countries? To answer this question, Generali launched the Smart Automation Platform, an innovative technological asset that combines automation and artificial intelligence technologies, leveraging Intelligent OCR, Natural Language Processing and Understanding and Machine Learning. The Platform offers a rich ecosystem of reusable services and algorithms to make the experience of our customers simpler, faster and with an even better quality. The real innovation behind the platform is, in one word, convergence. We leverage proprietary algorithms developed by Generali over the years, tailormade for our customer needs, and we put them together in a central platform to make them available to all the Generali countries, combined with the most advanced market APIs and services. Thanks to the Smart Automation platform, every country has access to an advanced and in most cases unique catalog of features, and without reinventing the wheel they can automate processes with less costs, better time to market and higher accuracy compared to expensive market solutions. To make the platform ecosystem always up to date to our customer’s needs, a Smart Automation Centre of Excellence (CoE) with data scientists and engineers ensures a constant research and development of new features and improves the existing ones. We created at the end a platform that enhances the customer experience making our processes simpler and more intelligent.