Pace, a provider of an AI-powered agentic workforce for the insurance sector, has been selected by Prudential’s Individual Life Insurance (ILI) business to enhance and simplify its service delivery, with AI agents now actively streamlining policy servicing and supporting quality assurance.
Pace’s AI-powered agents are currently deployed, automating thousands of hours of work within Prudential’s ILI operations.
Jamie Cuffe, CEO of Pace, stated, “Our work with Prudential is an example of how AI can be used as a strategic advantage. We’re thrilled to support their exceptional team with AI agents in production today that deliver best-in-class accuracy and speed at significant scale.”
This multi-year agreement evolved from a pilot program into full production after demonstrating measurable improvements in speed and operational efficiency for Prudential’s ILI business.
Sara Atkinson, vice president of customer acquisition for Prudential’s ILI business, commented, “We’ve taken a step forward on our journey to modernize the customer acquisition process. With automated systems, our teams now have more time to focus on customer relationships, which supports Prudential’s broader goal of delivering industry-leading experiences for both clients and customers.”
Pace specializes in providing an “agentic workforce” for insurance companies. Its AI agents are designed to navigate internal applications, process information from various documents, and make phone calls to automate tasks typically performed by business process outsourcers (BPOs). The company assists leading insurers with critical operations such as submission intake, policy servicing, claims handling, and data entry.
