IAG (Insurance Australia Group)
2026 Regional Winner | Engagement Excellence
Industry
Financial Services
Company HQ
Sydney, Australia
Number of Employees
2,000+
Office Locations
Australia and New Zealand
How IAG made learning conversational with AI, integrating Udemy
Business outcomes
4.0
Average user rating out of 5
100%
Users agreed Tolbot understood their queries
80%
Users agreed recommendations matched their prompts
Challenge
Reducing friction in learning discovery
IAG (Insurance Australia Group) is a leading general insurer across Australia and New Zealand, committed to making the world a safer place. Through its Technology & Operations function, IAG invests in building future-ready capability, leveraging innovative learning solutions and AI to enable its people to continuously develop the skills needed to support customers, partners, and communities.
The IAG Technology & Operations (T&O) function needed to make learning more accessible and relevant for its workforce. With thousands of courses available across multiple platforms, employees faced cognitive overload and friction when searching for relevant learning. The organization wanted to shift learning from a passive, catalog-driven model to an active, problem-solving behavior where employees seek learning in response to real needs.
Achieving this required a solution that could deliver the right learning to the right people at the right time, without requiring employees to navigate complex systems independently.
“Our leadership team applies learning science principles by focusing on reducing cognitive load, enabling self-directed learning, and aligning learning to real career pathways,” said Sheryn Crummy, Manager, Technology & Operations Capability.
“Our leadership team applies learning science principles by focusing on reducing cognitive load, enabling self-directed learning, and aligning learning to real career pathways.”
Solution
Tolbot brings conversational AI to learning
IAG developed Tolbot, a conversational AI learning assistant built within the organization’s GENI AI ecosystem, ensuring governance, safety, and scalability. Tolbot integrates content from Udemy and other sources into a single entry point, allowing employees to ask role- or skill-based questions in natural language and receive tailored learning recommendations instantly.
The solution was designed to shift learning from a search-heavy activity to a conversational experience, reflecting how people naturally seek advice from colleagues. Learning recommendations are mapped to the IAG Skills and Careers Framework, ensuring content is directly relevant to roles and career progression, not just general interest. Key features include:
• Natural language queries: employees interact using conversational prompts, making learning discovery feel like part of their workflow rather than a separate activity.
• Personalized recommendations: Tolbot recommends Udemy content based on individual prompts, role context, and skill aspirations, ensuring learning is personalized to each employee’s needs.
• Skills Framework alignment: recommendations are anchored to the IAG Skills and Careers Framework, maintaining alignment with organizational capability priorities.
• Microlearning delivery: short, targeted recommendations rather than overwhelming learners with full catalogs, enabling quick, focused learning moments that fit into busy workdays.
• Frictionless access: available through the T&O Learning Center with no installation required, and Udemy recommendations can be opened on mobile for learning across devices.
“Tolbot is a leading example of how we’ve implemented integrated and personalized learning at scale,” Crummy said.
“Tolbot is a leading example of how we’ve implemented integrated and personalized learning at scale.”
Results
4.0 user rating and hundreds of prompts
Tolbot has shifted learning from a passive, catalog-driven model to an active, problem-solving behavior. The initiative has reduced time spent searching for learning across platforms, lowered cognitive load and friction in accessing content, and enabled faster, more targeted capability uplift aligned to Future Ready skills. The platform achieved an average user rating of 4.0 out of 5, demonstrating strong perceived value from employees.
Employees reported strong comprehension performance, with 60% of users strongly agreeing and 40% agreeing that Tolbot understood their learning queries. Recommendations showed high perceived relevance, with 40% of users agreeing and 40% strongly agreeing that Tolbot’s recommendations matched their specific prompts. Usage was sustained across months, with 132 questions asked at launch (May) and more in subsequent months, showing consistent integration into daily work habits.
“As a change practitioner, I can tailor prompts to my level of experience and the specific skills I want to build and instantly access relevant learning. I am sharing this with everyone I know,” said an IAG employee.
“As a change practitioner, I can tailor prompts to my level of experience and the specific skills I want to build and instantly access relevant learning. I am sharing this with everyone I know.”
Looking Ahead
Ongoing development
IAG continues to expand Tolbot’s capabilities, with plans to deepen framework integration, expand content sources, and further personalize learning recommendations to support employees’ ongoing development.
“With Udemy,” Crummy said, “we’ve shifted learning from a passive, catalogue-driven model to an active, problem-solving behaviour, where employees seek learning in response to real needs.”
“With Udemy, we’ve shifted learning from a passive, catalogue-driven model to an active, problem-solving behaviour, where employees seek learning in response to real needs.”
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