Allianz Partners elevates CX with agentic AI; measures near-perfect reliability and accuracy

• 99% Authentication success

• 98% Self-service reqs completed

• 2 Heads of state briefed on the deal

• 97%Claims FAQs resolved

As one of the world’s leading insurance service providers, Allianz Partners faced a complex challenge: fragmented customer service experiences across geographies and business units. From roadside assistance to travel insurance, customer interactions, while effective in addressing needs, occasionally lacked the personalized touch, leading to varied experiences, potential areas for streamlining, and minor operational adjustments.

To unify these disparate experiences and support its global growth targets, Allianz Partners launched an ambitious initiative to transform service delivery using next-generation AI. The organization needed a partner capable of delivering scalable, on-brand intelligent AI agents across multiple use cases and markets. They turned to Parloa.

Unlike legacy platforms which lacked native AI capabilities necessary to support the natural, complex conversations, Parloa offered a truly agentic approach – built AI-first, not retrofitted. Parloa’s platform testing, simulation, and orchestration capabilities gave Allianz Partners the tools to scale without compromising quality or compliance.

Initial deployments are underway across Spain and the UK, seeing AI agents powering roadside assistance and travel insurance use cases. Results from user testing have been remarkable:

• 99.3% authentication accuracy,

• Near-perfect routing and case creation metrics,

• And marked improvements in customer experience 

In November 2025, the Allianz Partners/Parloa alliance was featured at the Summit on European Digital Sovereignty in Berlin, to German Chancellor Friedrich Merz and French President Emmanuel Macron.

Looking ahead, Allianz Partners plans to expand into other lines of business in a wider geographic footprint, and with additional languages. Their vision: a globally unified service infrastructure that delivers truly seamless support, no matter where a customer is located, what language they speak, or which product they’re using.