Länsförsäkringar is leveraging artificial intelligence (AI) to enhance customer service and streamline operations. With nearly half of Sweden’s population as customers, maintaining personalised service is vital, prompting the exploration of AI to automate tasks and simplify access to information. By building its own an internal chat client (LF-GPT), similar in function to ChatGPT from OpenAI, they aim to empower employees whilst also ensuring data security of internal information. The implementation of LF-GPT has already shown promising results, improving productivity and raising awareness within the organisation. Looking forward, Länsförsäkringar plans to expand AI applications, particularly in machine learning, to further enhance their services. Despite acknowledging risks, they believe that neglecting AI’s potential poses a greater risk. Through careful implementation and adherence to regulations, they aim to harness AI to meet evolving customer and employee expectations.

Länsförsäkringar is a Swedish alliance of 23 regional customer-owned insurance companies. Founded in 1801, with 8,500 employees and serving 3.9 million customers, Länsförsäkringar offers banking and insurance services for private individuals, businesses and farmers. Its local presence provides the organisation with a competitive advantage, which is why it prioritises delivering good, personalised service.

However, with almost half of Sweden’s population as customers, ensuring a high level of service to its growing customer base is a resource-intensive task. To free up time…