Harry, Bert and Lenny: AXA deploys new AI bots to handle admin work

28 January 2019

Posted in Innovation

  • AXA has deployed three artificial intelligence bots to help staff with repetitive admin work
  • Harry assists the customer property claims team, Bert the commercial property team and Lenny the liability team
  • The bots are projected to save more than 18,000 man hours a year.

AXA has introduced three new AI bots – Harry, Bert and Lenny – to help staff across the business with admin work.

Harry was rolled out in June 2018 and is part of the customer property claims team. At the end of last year, Bert joined the commercial property team and Lenny the liability team.

Operating among the human workforce, the bots are designed to pick up repetitive admin tasks, allowing staff to concentrate on more analytical work. The arrival of Harry, Lenny and Bert has been welcomed by employees and their deployment has not resulted in job losses.

The main task of the three bots is to read customer correspondence and pair it with the requisite claims records, a task that usually takes our human staff around four minutes but Harry, for instance, can carry it out in less than 42 seconds.

As they continue to develop, Harry, Bert and Lenny are expected to pick up more admin tasks throughout 2019. It is estimated that the bots save more than 18,000 man hours each year. The trio will soon be joined among the workforce by a fourth bot, Como, who will work with the commercial motor team.

“We are delighted to welcome Harry, Bert and Lenny to our admin teams and are pleased that their hard work is freeing up our human workforce to tackle more interesting, analytical tasks.

“The bots have been warmly received by their new colleagues and we are already looking at new tasks for them to take on, as well as other areas of the business where we might employ similar AI.”

— Waseem Malik, Executive Managing Director of Claims, AXA UK