Productivity AutomationVerified
Reviewed and published by trentmaziarz, June 30, 2026. Discovered and drafted by our automated research pipeline.
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.
Details
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.
Products affected
Internal IT Helpdesk
Sources & Evidence
Cite this record
Trace Foundation. (2026). Liberty Mutual: 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 (data as of 2026-06-30) [Data set record]. AI Trace. https://www.aitrace.org/r/practice/62aadeae-5fa5-4790-9f1f-131658b1a0a0. Accessed October 5, 2026.
- Stable link
- https://www.aitrace.org/r/practice/62aadeae-5fa5-4790-9f1f-131658b1a0a0
- Data as of
- June 30, 2026
- Last verified
- Not recorded
Other practices by Liberty Mutual
ProductivityLiberty Mutual deployed LibertyGPT, a secure internal generative AI platform built on OpenAI's models, to its approximately 45,000-person workforce starting in 2023. The tool helps employees summarize information, answer questions, and automate repetitive knowledge-work tasks across departments including underwriting, claims, tech, and marketing.Customer SvcLiberty Mutual deployed a first-of-its-kind carrier-backed conversational AI quoting application inside ChatGPT in May 2026, allowing drivers to obtain an auto insurance quote through a chat-based conversation rather than a traditional online form. At launch, the app was available in seven US states with expansion to more than 40 states planned by end of 2026.OtherLiberty Mutual officially discloses to US consumers that it uses AI in five categories of its operations: underwriting and pricing, claims processing, fraud detection, marketing and distribution, and risk assessment and mitigation. The notice is published on the company's official website.
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