Unipol adopts GenAI to aid insurance assistance to cut ticket times, enhance support, and scale safe AI across the enterprise.
Unipol has launched a full-scale GenAI program to modernize insurance assistance and reduce heavy operational workloads across its 2,000-agency network. The group partnered with Reply to build a GenAI-driven environment that improves decision speed and reshapes how customers, agents, and employees access knowledge. The initiative responds to a major challenge across insurance. And this is managing high request volumes while balancing speed, accuracy, and strict compliance.
The solution centers on the Unipol GenAI Stack, a unified platform created to standardize data. As well as cater to models, and governance under one framework. The stack integrates Azure AI Search, a vector database. Also more than 60,000 indexed documents to power semantic search and contextual generation. A Core AI Layer orchestrates large language models and agentic workflows that support use cases such as chatbots. As well as coding assistants, document automation, and RPA. This replaces siloed deployments with a structured, scalable system that enables consistent quality and reduces duplication.
A network of conversational and operational AI agents now supports Unipol teams in real time. These agents answer complex policy questions, retrieve documents, and automate repetitive steps in customer care. Their adoption has improved ticket resolution by reducing manual lookup and ensuring faster, more accurate responses. The platform’s guardrails enforce compliance with the AI Act, maintain auditability, and monitor all generated content. This governance layer allows Unipol to deploy GenAI safely at scale, addressing the sector’s urgent need for transparent and controlled AI integration.
With modular architecture and shared assets, new AI applications are now released in one to three months instead of long development cycles. The system connects with ServiceNow, Essig, Liquido, UEBA, and FileNet, enabling seamless automation across workflows. By combining GenAI with strong governance and reusable components, Unipol has accelerated innovation while improving service quality and operational efficiency across the group.
