Allstate will introduce a personal agentic assistant (PAA) for its customers in early 2027, CEO Tom Wilson told analysts. The PAA, in development for over a year, will use Allstate’s Large Language Intelligent Ecosystem (ALLIE) and is designed to support customers who prefer digital self-service over traditional agent or website interactions. Allstate’s new business is up 125% over 2019, with sales split between exclusive agents, independent agents, and direct-to-consumer channels. The PAA is intended to work with existing digital assistants, such as Muse, and will provide context on coverage needs. Wilson said the insurer is now “marketing to machines and people,” and expects the PAA to help meet demand for fewer clicks and more tailored protection advice.
Allstate has already launched a customer service agent called Ask Allstate, which handles a range of customer queries. Wilson noted that the speed of market development for PAAs is uncertain, but early adoption should increase customer value. He acknowledged ongoing work with regulators and on privacy and cybersecurity, stating that these issues will be addressed as the project progresses.
