Case Study: Allianz Taiwan Life Insurance achieves 24/7 personalized customer service with IBM watsonx Assistant

Allianz created an AI-powered virtual assistant

Allianz Taiwan Life Insurance Co. Ltd. wanted to deliver seamless, personalized digital service to its tech-savvy customers in Taiwan while meeting strict regulatory and security requirements. To do this, it worked with IBM to build Allie, an AI-powered virtual assistant using IBM watsonx Assistant on IBM Cloud, designed to handle complex insurance questions across web, app, and social channels.

IBM implemented a secure solution with IBM Cloud and Humix, backed by a knowledge base of 400+ real-life scripts and NLP for Mandarin-language understanding. In seven months, Allie reached its goal of covering 80% of the most frequent call center requests, resolving common tasks in 1–2 minutes, earning a 4.5/5 customer rating, and helping drive a rising NPS.

Allianz Taiwan Life Insurance