By Ian Delaney
Publication Date: 2026-09-24 06:48:00
At specialist insurer Hiscox, useful AI ideas are coming from the people who know the work first-hand. The company has trained colleagues to experiment with Copilot and build AI agents for everyday tasks, while strengthening oversight as their use grows.
Hiscox believes that the people who understand a business problem best are usually those dealing with it every day.
They know where information is hard to find, which repetitive processes cause delays, and which manual tasks stop them getting to more valuable work.
Microsoft Copilot and Copilot Studio is giving them the means to find solutions for these problems.
The company calls this approach “Citizen AI”.
“Citizen AI at Hiscox is all about putting the tools in the hands of the people who do these things day by day,” says James Jackson, Data Culture and AI Lead at Hiscox.
“This is about underwriters, claims professionals, finance and HR people doing their day job better by having AI…