Meet Kylie, the Next Step Forward in AI-Powered Customer Service 

Artificial intelligence is reshaping the insurance industry. From claims processing to risk assessment and insurance quotes, insurers in Australia and around the world are exploring how AI can improve efficiency, streamline operations and deliver better experiences for customers. 

While much of this innovation is happening behind the scenes, industry experts believe the next wave of AI transformation will be far more visible. And as customer expectations continue to evolve, insurers and insuretech organisations are looking at how AI can help create faster, simpler and more personalised interactions. 

AI is transforming insurance, but customers rarely see it 

According to research from McKinsey, insurers are increasingly using AI to improve operational efficiency, automate routine tasks and support better decision-making across the business.  

But while these advancements are delivering significant benefits behind the scenes, they’re often invisible to customers. Most customers won’t see the technology powering these improvements. They’ll simply experience the outcome.  

Brad Hoyle is the Operational Excellence Manager at BizCover, and he believes that the next phase of AI innovation lies in the customer experience itself. That’s the thinking behind Kylie, BizCover’s internally developed AI-powered voice assistant. 

The next frontier of customer interaction: Meet Kylie 

While operational improvements remain important, customers ultimately judge businesses by the interactions they have with them. Whether they’re seeking information, asking a question or resolving an issue, the quality of those interactions shapes their overall experience. 

That’s where voice AI presents a different opportunity. 

“A lot of organisations are trying AI, but it’s all back-end,” Hoyle says. “We saw an opportunity to bring AI closer to the customer experience.” 

Meet Kylie, BizCover’s internally developed AI-powered voice assistant. 

Already live and interacting with customers, Kylie has been designed to help streamline customer support and make it easier for people to access the information and assistance they need.  

“BizCover is an AI-first company,” says Hoyle. “For us, this isn’t about implementing AI just because everyone else is doing it. It’s about finding real, practical ways to make things easier for our customers.” 

Bringing AI to the front line 

What sets Kylie apart is where the technology is being applied. While many AI initiatives remain focused on back-office processes, Kylie brings AI directly into customer conversations. 

As Hoyle explains, “Rather than existing as a proof of concept or experimental tool, Kylie is being used in real customer interactions today. 

“Kylie is at the front line of customer support, which allows BizCover to explore how emerging technologies can be used in practical ways to improve everyday experiences for our customers.” 

What voice AI could mean for customers 

For many people, chatbots have become their first experience with AI-assisted customer service. While these tools can be effective for answering simple questions, they often rely on structured interactions, requiring customers to type responses, navigate menus or follow predefined pathways. 

Voice AI offers a different approach. 

“Anyone who has spent time on hold, repeated information several times over, or struggled to find the right support channel understands how frustrating customer service can be sometimes,” says Hoyle. “Voice AI has the potential to remove some of that friction by making it easier for customers to get the help they need when they need it. Kylie is designed to understand those requests and help connect customers with information or support more quickly. 

“This is voice AI,” he concludes. “It’s so much better than a chatbot.” 

Voice AI also has the potential to improve accessibility and convenience, particularly for customers who prefer speaking over typing or who need assistance while multitasking. As the technology continues to evolve, voice-based interactions could become an increasingly important part of how insurers deliver fast, responsive customer support. 

Simpler, faster support experiences 

For customers, the biggest opportunity with voice AI is simpler, faster support. Instead of waiting in a queue or navigating a series of menus, voice AI could help them get answers more quickly and access the information they need through a natural conversation. Voice AI could also help create more consistent support experiences, especially for common enquiries where speed and clarity matter most.  

While it is still an evolving capability, the potential is clear: a more convenient way for customers to get help, with less friction and less waiting. 

Supporting customers across more channels 

Looking ahead, the ambition is for Kylie to support customers beyond phone calls alone. 

“The plan is to have Kylie help out everywhere,” says Hoyle. “Today, Kylie is helping us explore what’s possible through voice, but over time we see opportunities for that support to extend across multiple customer touchpoints.” 

That includes the potential for email support in future, where customers could send a request and receive a response from Kylie. This is still a growing capability rather than a finished solution, but it points to a broader vision for BizCover and how the future of customer service can look. 

A new era of customer engagement 

Voice AI could become an important new customer engagement channel for insurers and insuretech service providers, especially as expectations around speed and convenience continue to rise. 

“The idea is not to have voice AI replace human support, but to work alongside our team members,” explains Hoyle. “There will always be a demand for human customer service, especially in insurance where customers are often dealing with high-stress situations.” 

The trick here is finding the perfect balance between digital efficiency and human service.  

While much of the insurance industry’s AI investment remains focused on back-office transformation, Kylie demonstrates how AI can also enhance the customer experience. As voice AI evolves, it may play an increasingly important role in helping insurers deliver faster, simpler and more accessible support across every stage of the customer journey.