Insurance Advisor Liberty Mutual Insurance

In-home voice assistant to answer questions for consumers and customers.

Country: USA
Launch date: 2016
Keywords: Customer Service, Insurance Products & Services, Robotics/AI


To help consumers and customers navigate common insurance questions and concerns simply by talking to Alexa, instead of needing to open a computer or pull out their smart phone.

We know that the insurance space is a confusing one for most who aren’t highly involved in insurance. What is uninsured motorist coverage? What did my claim rep mean when they mentioned “subrogation”? Where can I find an agent I can trust to help me further address my insurance needs?

Inspiration came from research with independent agents, consumer interviews, and research in new trends in customer service experiences.

We have been in a rapid iteration mindset leveraging the data from users as well as agent feedback to continue to deploy new features and improvements to help ensure a strong CX.

The reason behind



Project organization


Key contact
Samuel Affolter
Senior Director, Research & Innovation, Local Markets Distribution
Liberty Mutual Insurance
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