1st Central launches Motivo, an agentic-AI motor insurance service it says cuts task time by about 40%
1st Central Group has launched Motivo, a digital-first motor insurance service built on Microsoft's AI and cloud technology that the company says applies agentic AI across the purchase journey and policy servicing.
Motivo can carry out tasks on a customer's behalf, including making policy changes and managing payments. 1st Central says initial testing indicates comparable customer interactions can be completed in around two-fifths of the time, roughly a 40 percent reduction.
The service is currently available exclusively on the comparison site Confused.com and sits alongside the group's existing brands, aimed at customers seeking a digital-first insurance experience.
Motivo's conversational AI assistant, KAI, provides support 24 hours a day, helping customers buy cover, ask questions, make changes and manage their policies online or through the Motivo app.
1st Central said its custom-built policy administration system, FOCUS, was fundamental to developing Motivo, giving the group the flexibility to integrate new capabilities directly into its insurance operations.
The group, launched in 2008, has around 1.4 million customers across motor and home insurance. 1st Central said its people 'will remain central to delivering the service and supporting customers where specialist expertise and judgement are needed.'