Allianz and IBM Create AI Customer Assistant in Taiwan Insurance Industry First

Taiwan/ Singapore, 30th May 2018 -- Allianz Taiwan Life and IBM Taiwan have launched the first Artificial Intelligence (AI) customer assistant in Taiwan’s insurance industry – bringing the next generation of digital technology to customers and improving their online experience.

The new chatbot named ‘Allie’ will serve online customers by using smart technology to identify policyholders, respond to questions and requests, make timely policy changes, and allow crossplatform operations – ensuring the Allianz customer experience is simple, seamless and efficient.

Allianz customers will be able to interact with ‘Allie’ on its Taiwan Life website from this week, with mobile app Allianz Engage and Allianz Facebook platforms following at a later stage.

‘Allie’ is the first intelligent chatbot in Taiwan’s insurance industry created using IBM’s Watson cognitive computing technology. Different from many chatbots in the market that only use simple words to chat with customers, ‘Allie’ interacts with users through Natural Language Processing - utilizing hundreds of real-life scripts to interpret user questions and action requests.

‘Allie’ is also designed to present complex financial information using images – a breakthrough in the insurance industry from text communications of the past.

Danny Lam, Allianz Taiwan Life President & CEO, said, “Working closely with Allianz Group and joining forces with IBM we have launched the ultimate application, Allianz’s Smart Customer Service Allie. We are focused on delivering digital innovations that are customer-centred and add real value, and this new service will bring customers a number of pioneering functions to deliver a more diversified and smart experience. This is the most important digital transformation investment for Allianz Life in the first half of 2018.”

Lisa Kao, General Manager of IBM Taiwan, said, “IBM is actively implementing the application of cognitive technology in Taiwan, driving innovative business models through innovative technologies ABCD (AI, Blockchain, Cloud and Data) to accelerate innovation in the new FinTech era in Taiwan. Allianz Taiwan Life and IBM teamed up to use the IBM Watson Conversation API in conjunction with IBM Cloud to create the first insurance chatbot by building a smart customer service platform across the official website, mobile App, and social media. Policyholders can make enquires, change policy information and even purchase new policies with ease. Allianz Taiwan Life can effectively make every interaction with policyholders an opportunity to optimize insurance services and improve experiences for its customers."

Allianz Taiwan Life continues to drive innovation in the local market for customers having delivered a number of innovative digital products and services in the last two years including Allianz Cyber Touch, Allianz ePay, Allianz Discover and Allianz Engage – all designed to improve the overall customer experience.

More information about these innovative services and the newly launched chatbot Allie can be found at