Major Insurer and Digital Workforce Launch AI Agent for Personal Injury Claims, With Zero Hallucinations Observed in Production Pilot
Press Release — February 24 at 08:00 AM EET 2026
Digital Workforce today announced the successful production deployment of an enterprise AI Agent with a leading European property and casualty insurer. The AI Agent automates key parts of personal injury claims processing and has moved from a rigorous production pilot into live operations, showing how agentic AI can be adopted safely in complex, regulated environments.
Faster, more consistent service provider optimisation, without removing human control
The AI Agent supports personal injury claims handling by optimising third-party service provider selection — guiding members to appropriate treatment options while balancing cost, quality, and customer experience:
- Care pathway optimisation: Evaluates service providers based on cost, proximity, urgency, and patient satisfaction
- Transparent recommendations: Presents prioritised service provider options with an explainable rationale
- Human-in-the-loop oversight: Claims handlers remain the final decision-makers, using the AI Agent’s analysis to guide customer interactions
“This deployment shows how enterprise AI agents can capture and scale the nuanced reasoning of experienced claims professionals, enabling consistent, high-quality decision-making in regulated industries,” said Karli Kalpala, Head of Strategy and Agentic AI at Digital Workforce. “Rather than personal assistants or copilots, we focus on enterprise-grade digital colleagues that handle complex work across the enterprise. Real value comes from designing AI as part of the operating model — so it scales reliably, operates under clear governance, and delivers outcomes regulated businesses can trust.”
Production pilot results: factual accuracy, compliance, and user trust
The production pilot, run in late 2025 using real claims data and live operations, delivered strong outcomes. No hallucinations were observed during the pilot, and the AI Agent’s recommendations aligned with established standards, supporting consistent decision quality. The solution was well received by claims professionals as a decision-support tool that improves speed and confidence in customer-facing interactions.
Built for enterprise operations, not consumer-style AI
Unlike traditional consumer AI assistants and chatbots, the AI Agent operates as an enterprise-grade digital colleague:
- Executes multi-step workflows across data sources and systems
- Provides explainable, auditable reasoning behind each recommendation
- Handles real-world variation and incomplete information with resilience
- Integrates into existing claims infrastructure to enhance core processes
The deployment demonstrates how regulated insurers can safely move beyond experimentation and embed AI agents into core decision-making processes at scale.
For more information, please contact
Karli Kalpala, Head of Strategy and Agentic AI Business, Digital Workforce Services Plc,
karli.kalpala@digitalworkforce.com
About Digital Workforce Services Plc
Digital Workforce Services Plc (Nasdaq First North: DWF) is a leader in business automation and technology solutions. With the Digital Workforce Outsmart platform and services—including Enterprise AI agents—organizations transform knowledge work, reduce costs, accelerate digitization, grow revenue, and improve customer experience. More than 200 large customers use our services to drive the transformation of work through automation and Agentic AI. Digital Workforce has particularly strong experience in healthcare, automating care pathways across clinical and administrative workflows to reduce burden, enhance patient safety, and return time to patient care. Following the acquisition of e18 Innovation, the company has further strengthened its position in the UK healthcare pathway automation. We focus on repeatable, outcome-based use cases, and we operate with high integrity and close customer collaboration.Founded in 2015, Digital Workforce employs more than 200 automation professionals in the US, UK, Ireland, and Northern and Central Europe. Our vision: Transforming Work – Beyond Productivity.
https://digitalworkforce.com |https://agent-workforce.com