Insurance / Multiline insurance
AXA: Internal generative AI
- Company
- AXA
- Country
- France
- Adoption stage
- In operation
- Source published
- In use from
- Date basis
- The year of the report or the written reply.
- How the source was checked
- Read the full source text
The work problem
AXA expected many kinds of work to be affected by AI going forward. Using general-purpose AI for the document work and question handling employees do every day required a channel the company controls. There was also considerable room to automate work with a large manual component.
Technology and data
In 2023 AXA released its own solution, AXA Secure GPT. It is a tool for general prompting work. This platform acts as the central channel through which the whole AXA group accesses several language models. It is used both via API and through a web screen. The models offered are GPT-4, GPT-4 Turbo, GPT-4o, GPT-4o Mini and Mistral's small and large models. Outside Secure GPT, each entity uses separate AI systems according to its needs. Supporting call centre agents, rate setting and underwriting, and claims payment work are examples. AI features built into existing tools, such as Microsoft Copilot or Salesforce Einstein, are used as well.
Results
In its written answers to advance shareholder questions for the 2025 annual general meeting, AXA said Secure GPT supports the daily work of more than 54,000 employees. It explained that use cases were deployed first in areas where manual work could be greatly reduced. It said that in customer service it brings responses forward, in claims payment it analyses structured and unstructured data together, and in underwriting generative AI analyses varied customer data to give a faster answer. Training runs alongside. There is a Data and AI Academy set up in 2022, and a generative AI module was added in 2023.
Limits and open questions
The 54,000 is the number of people covered, and the actual number of users or frequency of use is not in the answer. Productivity gain figures from generative AI were not disclosed either.
Sources
- 209614ab 1381 4209 9daf 8778f38242ea axa questions ecrites ag2025 va.pdfwww-axa-com.cdn.axa-contento-118412.eu, Accessed
Compiled from public sources. These are not results from ATF Works customers.