Global insurers are vying to deploy agent AI at the “core” of their operations

The HR strategy is non-negotiable

The success or failure of technology adoption always depends on people. Kane emphasized that “the workforce strategy is just as important as any other strategy we look at.” The rollout mirrors Zurich’s approach to previous AI tools like Copilot: start with individual experimentation and learning, then scale to team-level applications. For agent AI, this means not only training employees to use agents, but also training, managing, and orchestrating them. The workforce will not be eliminated; Instead, employees move up the value chain from performing repetitive tasks to overseeing intelligent automation.