Allstate’s AI Ecosystem to Include a Personal Agentic Assistant for Customers
The next stop in Allstate’s journey with artificial intelligence – a personal agentic assistant for consumers.
CEO Tom Wilson revealed that customers could expect an Allstate PAA early in 2027. He said the PAA has been in development for more than a year.
“The foundational technology is in place…the algorithms are being tested,” he said.
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“We want to give customers more value every day in as many ways as we can, including leveraging technology, and having a PAA will enable more people to come to us,” Wilson said during an earnings with analysts. “If they don’t feel like calling an Allstate agent – or feel like getting on our website – and they just want to have a PAA do that, we’re fine with that.”
Wilson said personal lines new business is up 125% over 2019, and currently split about eventually between exclusive agents, independent agents, and direct-to-consumer. However, the advent of PAAs “gives us the opportunity to serve consumers who prefer to have a machine to handle their transactions,” Wilson added.
Allstate said it does not yet have a name for its PAA, but it will leverage Allstate’s Large Language Intelligent Ecosystem (ALLIE), which is ingesting code at a much high rate than just a few months ago. The insurer has already launched a customer service agent called Ask Allstate, which handles a variety of inquiries for customers.
Allstate said its PAA will also work with existing PAAs, such as Muse.
Related: Allstate Introduces Large Language Model, ALLIE
“Essentially, we’re now marketing to machines and people, not just marketing to people,” Wilson explained. “These capabilities also give us the opportunity to be offensive in leveraging capabilities by launching a PAA that’s an expert in protection that still meets consumers’ needs and their desires for fewer clicks.”
The PAA will additionally provide context on coverage needs of the customer, he added.
Wilson said the speed of the development of this market is unclear, but getting in now “will enable Allstate to provide increased value for customers.”
“We believe that this will actually help the existing PAAs out there,” Wilson said. When asked about possible regulatory or cyber concerns, Wilson added that Allstate will “figure out stuff like what do we do with the regulators, what do we do with privacy, what do we do with cybersecurity, as we go.”
“There’s work to be done, but the benefit to customers and the economic rationale is going to move this train down the path,” Wilson said. “This is going to happen. So we decided to get in on it, accelerate it, go as fast as we can, which is why we started leaning into the PAA.”