Allstate preps Allie platform to drive agentic AI strategy – CIO Dive

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“We have a technology-driven strategy, not a strategy supported by technology,” CEO Tom Wilson said.
Insurers are flocking to AI in pursuit of the same advantages other industries are chasing, such as customer service improvements, productivity gains and better employee experiences.
Allstate has spent years developing its AI strategy. In 2018, pre-ChatGPT, the company rolled out Amelia, an AI chatbot for customer service representatives. By 2023, the company used AI to digitize records and analyze text through natural language processing. 
Earlier this year, the company said AI was helping take customer service tasks off agents’ desks, going a step further and actively selling policies.
“We’re live in the market doing that right now on a particular product,” Wilson said during a Q1 2026 earnings call in April. “It’s more of a learning [experience], but it’s doing it in three states. It’s closing policies.”
Market intelligence company Evident Insights ranked Allstate among the top 10 insurance firms in AI adoption for the second consecutive year, coming in at No. 9 on this year’s AI Index — Insurance 2026. The company ranked Allstate among the top 5 firms in the innovation category, citing its work in research and patents. 
“We have a technology-driven strategy, not a strategy supported by technology,” Wilson said during the Thursday earnings call. “The difference may sound subtle, but in execution it’s significant. A technology-driven strategy looks at technology first to determine how it can be leveraged to improve customer value and generate attractive returns.”
In addition to the work around AI deployment, Allstate is also focusing on upgrading its orchestration layer.
“We are moving to what we call the Connected Customer Cloud, which is C3, to put a lot of our systems on the same … platform,” Wilson said. “With our orchestration layer, we don’t need to get rid of old technology. … We just thought it made sense, but it’s positioned us to do Allie well.”
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Investments to fuel the technology will soar over the next four years, but executives fear integration issues will hinder adoption, according to an IBM study.
Operations are rapidly evolving amid AI adoption, shifting job categories and responsibilities in the process. CIOs can rely on their tech know-how to usher in change.
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Get the free daily newsletter read by industry experts
Investments to fuel the technology will soar over the next four years, but executives fear integration issues will hinder adoption, according to an IBM study.
Operations are rapidly evolving amid AI adoption, shifting job categories and responsibilities in the process. CIOs can rely on their tech know-how to usher in change.
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