Smarter Support. Faster Teams. Real Impact. Introducing Alice Assist.

ICE’s Embedded AI Agent for Claims and Policy Operations

ICE InsureTech, a leading provider of enterprise-grade insurance software, has launched its latest AI solution: Alice Assist, a secure, intelligent internal agent designed to accelerate productivity and empower back-office teams across the insurance value chain.

The third product in the growing Alice suite, Alice Assist is agentic by design, capable of taking intelligent action in context, not just answering questions. It draws on Retrieval-Augmented Generation (RAG) and ICE’s own APIs as MCP tools to offer contextual support, trigger workflows, and guide users in real time. That means it doesn’t just locate answers, it acts.

“We see the everyday pressures our clients face, rising workloads, operational complexity and the challenge of onboarding staff at speed. We built Alice Assist to address those realities head-on. Said Al Roberton, CTO at ICE. It’s embedded AI designed to reduce friction, support teams in the moment, and make operations smarter from the inside out.”

Why It Matters for Insurers

From underwriting to claims, operational teams are under constant pressure: more customers, more complexity, and tighter resource constraints. Alice Assist meets these challenges with built-in intelligence:

• Instant Answers in Context: No more searching documents or chasing colleagues
• Faster Onboarding & Training: Give new joiners real-time, step-by-step support
• Accelerated Journey: Two-way screen awareness guides users in real time to the next best step
• Smarter Decisions: Always-on assistance that boosts accuracy and confidence.

For Claims Teams: Settle faster, reduce cycle times, and maintain accuracy at scale.

For Underwriters: Make informed decisions faster, with context-aware support through complex processes.

Built for the Future of Insurance Operations

Alice Assist is fully embedded in the ICE platform, designed to work inside ICE Claims and ICE Policy, not around them:

• Understands context across claims and policy journeys
• Provides real-time, on-screen guidance based on what the user is doing
• Fully configurable to your rules, products, tone, and escalation logic

Built with Confidence, Not Concepts

Alice Assist is the latest addition to ICE’s growing AI ecosystem, governed by ICE’s Pillars of Certainty. Every Alice product is engineered to meet the highest standards of trust, governance, and adaptability:

• Security: Enterprise-grade safety frameworks developed in collaboration with leading authorities in AI security
• Compliance: Auditable, explainable AI that supports regulatory requirements and internal governance
• Openness: A componentised, API-first design that allows insurers to deploy ICE’s AI products alongside their own models or third-party models with ease.

See AIice in Action

With more AIice announcements coming soon, discover what’s next and visit ICE’s new dedicated AI webpage to:

• Explore the AIice brand
• See what’s next on the AIice product roadmap
• Stay updated on the latest product or partnership launches

More articles