Liberty Mutual uses generative AI to handle approximately 80% of its internal employee IT helpdesk process, replacing a manual workflow that was described as time-consuming and slow. This was confirmed by Liberty Mutual's Global CIO in a primary source interview.

Liberty Mutual's Global CIO Monica Caldas described a specific example of generative AI applied to the company's internal helpdesk: a manual process for responding to employee questions was 'reimagined' so that generative AI now handles 80% of the process. The company stated this eliminated manual steps and improved response speed and accuracy. The technology team that had been doing the manual work was then redeployed to handle higher-complexity problems in the backlog. The specific AI system or vendor powering this helpdesk automation was not named in available sources.