AI both fascinates and raises questions as discussed by Jonathan Kalfa, Head of Innovation, Baloise Luxembourg. It guides actions and stimulates the evolution of corporate culture.
Why is AI a strategic priority for Baloise Luxembourg today?
AI is very intriguing, but it is often misunderstood in the sense that it is only valuable if it is based
on reliable data and meets specific business needs. It is not a technological issue, but rather a lever for efficiency, quality, and value for both employees and customers.
Where did you start?
Before experimenting, we had to educate ourselves. Understand what AI really is, what
it can do – and what it can’t do. We trained employees on tools such as Microsoft Copilot, with advanced licenses to test concrete uses in everyday life: presentations, analyses, email
management. The goal was clear: to learn the technology through practice.
How did the teams react?
With a lot of curiosity, but also questions, which is normal. AI can raise fears about how jobs will
evolve. We chose to present it as an opportunity to develop skills. Hackathons, prompt contests, machine learning training: everything was designed to make learning collective and engaging.
If you want to do things you’ve never done before, you have to be willing to step outside your comfort zone.
Is management involved?
Yes, fully. The Executive Committee has also been educated about AI: key principles, business impacts, concrete demonstrations. The challenge is to share a common, realistic vision and to identify together where AI can really create value.
Do you already have concrete results?
Yes, and that’s an important point. For example, in the legal department, an AI solution
specializing in document search has led to immediate time savings and rapid adoption by teams, improving access to information and the quality of analysis.
In addition, a project to automatically index internal documents is currently underway, with a target automation rate of 80%. The challenge is not only technological, but also operational: data reliability, quality of repositories, and user support.
Finally, we are working in parallel on the risks associated with the use of AI, particularly in terms of fraud, security, and data governance.
What is your overall philosophy?
We test, we measure, we adjust. Innovation only has value if it creates a real, visible impact in everyday life. AI is also a powerful lever for collaboration between IT and business lines, and between entities within the Helvetia Baloise Group.
A final word?
Innovation is a state of mind. With AI, we have chosen to place this state of mind at the heart of
our business lines, in the service of performance, quality, and meaning.
