Generative AI deployment across customer channels improves response times and enables secure, always-on assistance
LONDON, Aug. 21, 2025 /PRNewswire/ — boost.ai today announced it has been selected by The AA, a leading UK-based provider of breakdown and insurance services, to support the next phase of its digital service transformation, using AI agents built on boost.ai’s trusted hybrid AI platform. As a Leader in the 2025 Gartner® Magic Quadrant™ for Conversational AI Platforms, boost.ai will enable The AA to deploy best in class AI powered customer experience solutions to expand its self-service offering to customers, improve customer access to account-specific information, and deliver support outside traditional operating hours. As one of the first UK breakdown and insurance companies to deploy generative AI to customers, this launch represents a major step forward in The AA’s evolution of digital service experience.
Insurers today face growing pressure to meet rising customer expectations and consumer duty, all while staying compliant and in control. For providers like The AA, delivering high-quality service amid high-volume, high-stakes interactions demands a solution that is both scalable and secure. Boost.ai directly solves for this, providing insurers across the globe with enterprise-grade AI that automates complex customer journeys without compromising security. Built specifically for regulated industries like insurance, boost.ai’s hybrid AI architecture empowers teams to resolve over 75% of inquiries on first contact, across chat and voice.
“For insurers, real-time support isn’t just expected, it’s essential. The AA understands that when customers are on the roadside in the middle of the night, or dealing with an unexpected event, timing and clarity matter,” said Jerry Haywood, CEO of boost.ai. “What sets The AA apart is their recognition that conversational AI isn’t just about efficiency, it’s about expanding access to customer support in the channels they’re already using. By placing generative AI at the forefront of their customer support offering, they’ve clearly demonstrated their place as an innovator in the UK insurance space.”
The phased rollout, beginning in July of 2025, started with a boost.ai AI agent being deployed to The AA’s web channel within just 30 calendar days of the project launch date, followed by integration into WhatsApp in August. Initial results have seen significant improvements with AI agent accuracy over 90%, containment rates in excess of 45%, and reduced escalation to human agents. These results align with boost.ai’s consistent global resolution rate of over 90%.
“Our initial foray into conversational AI demonstrated the real value of intelligent self-service for the millions of customers and members who choose The AA for breakdown, insurance and wider driving services” said Nick Edwards, Chief Digital Officer at The AA. “As we explored the potential of generative AI, it was critical to find a partner who understood our high bar for security, privacy, and customer protection. Boost.ai’s proven deployment experience, combined with its ability to demonstrate GenAI performance in a secure test environment, gave us the confidence to move forward. We’re delighted to have partnered with boost.ai to bring our AI powered chatbot into our digital channel offering. Our aim is to create truly exceptional digital convenience, whilst ensuring we have dedicated human care when our customers and members really need it. In a fast-moving world, it’s also very impressive we moved from contracts to live in under twenty days.”
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About boost.ai
Boost.ai is the trusted leader in AI-powered customer experience solutions for regulated industries. Built for security, speed, and scale, the platform enables fast deployment, high-resolution rates, and full hybrid control through seamless orchestration of traditional NLU and LLMs. With over 650 successful deployments, 600 live virtual agents, and more than 150 million automated conversations, boost.ai helps enterprises around the world resolve with confidence, automate at scale, and trust every conversation. Proven performance and enterprise-grade reliability make boost.ai the partner of choice for leading brands across the UK, including Metro Bank, Sage, Numa Group, Tour Radar, and more. Boost.ai is recognized as a Leader in Gartner’s 2025 Magic Quadrant™ for Conversational AI Platforms. Learn more at boost.ai.
About The AA
The AA is the UK’s leading provider of roadside assistance serving 14 million members with approximately 2,700 patrols attending an average of 9,000 breakdowns daily and is rated by drivers as the first choice for electric vehicle breakdown.
The AA’s mission is to create confidence for drivers now and for the future – anticipating drivers’ needs since 1905 and striving to be always ahead. The AA provides services across its roadside businesses from AA Driving School and BSM, to DriveTech, the leader in driver education. In addition, AA Smart Care provides bookings for MOTs, maintenance, service and repair in AA certified garages. AA Cars is a trusted vendor of used cars with free history checks and breakdown cover. The AA’s insurance broker offers motor and home policies, operating a diverse panel of underwriters including the AA’s in-house underwriter, plus AA Financial Services and Accident Assist. The AA continues to invest in connected car innovation and digital services
SOURCE boost.ai
