From data migration to AI innovation: AXA Switzerland's digital transformation journey with Google Cloud
AXA Switzerland· SwitzerlandBigQuery · Vertex AI · Cloud Run +2AXA Switzerland, the country's leading insurer serving over 40% of Swiss companies, migrated its data lake to Google Cloud in 2021 and built a cloud-native analytics foundation using BigQuery, Vertex AI, Cloud Run and Dialogflow. Query and processing times were reduced by over 95%, from days to minutes or seconds. The insurer uses generative AI as an assistant to human employees rather than for direct customer interaction, including natural language processing to translate and summarize complex documents such as court rulings and medical records -- cutting a task that took specialists 25 minutes down to seconds. Over 100 Google Cloud projects are now live in production across all business lines.
Overview
AXA Switzerland, the country's leading insurer serving over 40% of Swiss companies, migrated its data lake to Google Cloud in 2021 and built a cloud-native analytics foundation using BigQuery, Vertex AI, Cloud Run and Dialogflow. Query and processing times were reduced by over 95%, from days to minutes or seconds. The insurer uses generative AI as an assistant to human employees rather than for direct customer interaction, including natural language processing to translate and summarize complex documents such as court rulings and medical records -- cutting a task that took specialists 25 minutes down to seconds. Over 100 Google Cloud projects are now live in production across all business lines.
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Inspect the highlighted sourceThe challenge
AXA Switzerland's legacy infrastructure was becoming a barrier to innovation: complex queries could take an entire weekend, and siloed systems hampered cross-functional insights, while customer expectations continued to evolve, demanding personalized, responsive service across every touchpoint. Data structures were designed for reporting, not real-time decision making.
The solution
AXA Switzerland migrated its existing data lake to Google Cloud in 2021, establishing a cloud-native analytics foundation using BigQuery for data processing and analytics, Vertex AI for machine learning workflows, Cloud Run for serverless application deployment, and Dialogflow for voice interfaces and chatbots. The company takes an assistant-first approach to generative AI, with AI tools augmenting human employees rather than directly engaging with customers, focusing on natural language processing to translate and summarize complex documents such as court rulings and medical records, plus automated triage to determine which claims require expert evaluation.
Reported business value
Query and processing times were reduced by over 95%, from days to minutes or seconds. Smart Data initiatives generated a high double-digit million Swiss franc profit improvement and were among the most profitable initiatives in AXA Switzerland's history. Human specialists used to spend 25 minutes reading complex medical documents to extract key information; AI now completes this in seconds with high accuracy. Over 100 Google Cloud projects are now live in production across all business lines. By implementing a fraud detection ruleset, AXA Switzerland uncovered a 120,000 Swiss franc false claim involving intoxicated workers in its first week after deployment.
Sources
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Other insurance entries in the register.
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