Generative AI Transformation with the Launch of Secure GPT in AXA Hong Kong and Macau Qorus-NTT DATA Innovation in Insurance Awards 2025- Nominated

Concept and Objectives The Secure GPT initiative is a pioneering project within AXA, designed to launch the first internally built Generative AI tool. This ambitious endeavor represents a significant milestone in AXA’s journey towards integrating cutting-edge technology into its operations. The primary objective of Secure GPT is to seamlessly incorporate Generative AI into AXA's daily operations, thereby streamlining and automating routine tasks. By doing so, the project aims to boost both accuracy and productivity across various departments. At its core, Secure GPT fosters a culture of innovation and collaboration between AI and human capabilities, encouraging employees to leverage AI as a partner in their daily tasks. This initiative not only positions AXA as a leader in AI adoption within the insurance industry but also sets a new benchmark for operational excellence and efficiency.

Reasons Behind the Initiative The Secure GPT project is deeply rooted in AXA Group's strategic direction to drive AI development and adoption. Recognizing the substantial time and effort spent on manual processes, the initiative seeks to address these inefficiencies by harnessing the power of AI. Traditional AI tools often require extensive development time, posing barriers to swift implementation and adoption. Secure GPT overcomes these barriers by offering a more agile and adaptable solution. Moreover, the project is designed to enhance productivity and innovation by introducing a new way of working that integrates AI into the fabric of AXA’s operations. This alignment with the company’s strategic goals ensures that Secure GPT is not just an isolated initiative but a key component of AXA’s broader vision for the future.

State of Competition In today's rapidly evolving insurance industry, AI and data analytics are emerging as key competitive advantages. Generative AI offers insurers new opportunities to differentiate themselves by optimizing their operations and offering enhanced services to customers. As the insurance landscape becomes increasingly competitive, many companies are exploring similar technologies to stay ahead. However, by launching Secure GPT, AXA positions itself at the forefront of this technological revolution. The project not only enhances AXA’s operational capabilities but also solidifies its standing as a leader in AI adoption, setting a precedent for other insurers to follow.

Sources of Inspiration The inspiration behind Secure GPT stems from the rapid adoption and success of AI technologies like ChatGPT. These technologies have demonstrated the transformative potential of AI in various industries, showcasing how AI can revolutionize operations and enhance business processes. AXA’s forward-thinking corporate culture and commitment to innovation further fuel the project, as the company continually seeks to push the boundaries of what is possible with technology. By drawing on these sources of inspiration, Secure GPT embodies AXA’s dedication to staying at the cutting edge of technological advancement, ensuring that it remains competitive and relevant in a rapidly changing market.

Departments Involved The successful implementation of Secure GPT is a testament to the collaborative efforts of multiple departments within AXA. The Data Analytics CoE Team, under the Chief Strategy and Digital Office, serves as the focal point of contact and primary project team for GenAI initiatives in AXA Hong Kong and Macau. This team plays a crucial role in driving the project forward, ensuring that it aligns with the company’s strategic objectives. The IT department provides essential technical support for infrastructure enablement and ongoing maintenance, ensuring that the technology operates smoothly and efficiently. Meanwhile, the HR department acts as a change partner, promoting AI adoption and fostering a learning culture within the company. To further support the execution of cultural change events, AXA collaborates with external vendors with extensive event management experience to ensure the efficiency and quality.

Main Results So Far Since its launch, the Secure GPT initiative has achieved remarkable results, underscoring its success and impact within AXA. One of the most significant achievements is the high adoption rate, with 95% of internal staff completing training and onboarding to Secure GPT. This widespread adoption highlights the effectiveness of the training programs and the enthusiasm of employees to embrace AI in their daily tasks. In September 2024, a Secure GPT User Survey was conducted, receiving 384 responses. The survey results indicate significant time savings, with 35% of respondents reporting that they save 1-2 hours per week by using Secure GPT. Additionally, 74% of respondents expressed satisfaction with their Secure GPT experience, reflecting positive user feedback and acceptance.

Beyond these quantitative results, the initiative has driven a cultural transformation towards AI adoption and collaboration within AXA. By fostering an environment where AI is seen as a collaborative partner, the project has enhanced daily work efficiency and contributed to employee skill development in AI. This cultural shift not only improves operational efficiency but also enriches the work experience, as employees learn to leverage AI to enhance their capabilities.

Conclusion In conclusion, the Secure GPT initiative is a testament to AXA’s commitment to innovation and technological advancement. By integrating Generative AI into its operations, AXA not only enhances its operational efficiency but also sets a new standard for AI adoption in the insurance industry. The project’s success is a testament to the collaborative efforts of various departments, the strategic alignment with AXA’s goals, and the company’s dedication to fostering a culture of innovation. As AXA continues to lead the way in AI integration, the Secure GPT initiative serves as a beacon of what is possible when technology and human capabilities come together to drive progress and excellence.