Case Study: Allianz Direct improves customer satisfaction with Databricks

Helping contact center teams improve customer satisfaction

Allianz Direct, the Munich-based online insurer and subsidiary of Allianz Group, wanted to improve customer satisfaction by giving contact center agents more time to build personal relationships instead of handling mundane back-office tasks. Already working with Databricks, the company began its generative AI journey on the Databricks Data Intelligence Platform, using Mosaic AI to explore how GenAI could enhance customer touchpoints.

Databricks helped Allianz Direct quickly launch an initial use case that offloaded routine agent work to AI, allowing agents to focus more on customers and improving trust in the tool. The result was a better service experience and enough early success that Allianz Direct is now developing additional GenAI ideas with Databricks, while also advancing governance and compliance efforts through the Allianz Group’s AI Data Council.

Allianz Direct

Des Field Corbett

Chief Information Officer