Industry Insights 03 Jan 2026 views ( )

Pace Selected by Prudential Financial to Automate Insurance Operations with Agent AI

The insurance industry agent work platform has been selected by Prudential's Individual Life Insurance (ILI) business to help streamline and improve service delivery processes.

Currently, Pace's AI-powered agents are already in use within Prudential's ILI operations, simplifying policy servicing workflows and supporting quality assurance tasks. The first batch of automated systems has officially gone live, taking over thousands of hours of workload.

Jamie Cuffe, CEO of Pace, said: "Our collaboration with Prudential clearly demonstrates how AI can be transformed into strategic advantage. We are excited that our AI agents are now supporting their outstanding teams in real-world business scenarios, delivering services with exceptional accuracy, speed, and scalability."

The multi-year partnership between Pace and Prudential’s ILI business initially started as a pilot project. During the pilot phase, the solution demonstrated significant improvements in operational speed and efficiency, leading to a swift transition into full-scale production.

Sara Atkinson, Vice President of Customer Acquisition at Prudential’s ILI business, said: "We have taken an important step forward in modernizing our customer acquisition processes. With automation, our teams now have more time to focus on nurturing client relationships, aligning closely with Prudential’s overall goal of delivering industry-leading experiences for customers and consumers."

About PACE

Pace is an agent work platform designed for the insurance industry. Pace's AI agents can autonomously operate internal applications, perform logical reasoning across documents, and make phone calls automatically, thereby automating tasks previously handled by business process outsourcing (BPO) providers. Pace collaborates with multiple leading insurers to automate critical insurance operations such as underwriting document intake, policy servicing, claims processing, and data entry. For more information, please visit.

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