{"id":175723,"date":"2026-09-07T17:28:01","date_gmt":"2026-09-07T17:28:01","guid":{"rendered":"https:\/\/business.udemy.com\/?post_type=customers&p=175723"},"modified":"2026-09-09T20:20:22","modified_gmt":"2026-09-09T20:20:22","slug":"how-iag-made-learning-conversational-with-ai-integrating-udemy","status":"publish","type":"customers","link":"https:\/\/business.udemy.com\/case-studies\/how-iag-made-learning-conversational-with-ai-integrating-udemy\/","title":{"rendered":"How IAG made learning conversational with AI, integrating Udemy"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":0,"template":"single-award-winner-case-study.php","resource_type":[7],"class_list":["post-175723","customers","type-customers","status-publish","hentry","resource_type-case-study","post","without-featured-image"],"acf":{"archive_thumbnail":{"ID":175800,"id":175800,"title":"IAG","filename":"IAG-1.png","filesize":37568,"url":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1.png.webp","link":"https:\/\/business.udemy.com\/case-studies\/how-iag-made-learning-conversational-with-ai-integrating-udemy\/attachment\/iag-2\/","alt":"","author":"177","description":"","caption":"","name":"iag-2","status":"inherit","uploaded_to":175723,"date":"2026-09-08 14:59:20","modified":"2026-09-08 14:59:20","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/business.udemy.com\/wp-includes\/images\/media\/default.png","width":596,"height":348,"sizes":{"thumbnail":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1-150x88.png.webp","thumbnail-width":150,"thumbnail-height":88,"medium":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1-300x175.png","medium-width":300,"medium-height":175,"medium_large":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1.png.webp","medium_large-width":596,"medium_large-height":348,"large":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1.png.webp","large-width":596,"large-height":348,"1536x1536":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1.png.webp","1536x1536-width":596,"1536x1536-height":348,"2048x2048":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1.png.webp","2048x2048-width":596,"2048x2048-height":348,"genesis-block-theme-featured-image":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1.png.webp","genesis-block-theme-featured-image-width":596,"genesis-block-theme-featured-image-height":348,"genesis-block-theme-featured-image-wide":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1.png.webp","genesis-block-theme-featured-image-wide-width":596,"genesis-block-theme-featured-image-wide-height":348,"genesis-block-theme-logo":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1-300x175.png","genesis-block-theme-logo-width":300,"genesis-block-theme-logo-height":175,"genesis-block-theme-mobile":"https:\/\/business.udemy.com\/wp-content\/uploads\/2026\/09\/IAG-1-480x280.png","genesis-block-theme-mobile-width":480,"genesis-block-theme-mobile-height":280}},"choose_resource_hubs":["default"],"publish_to_selected_resource_hubs":["yes"],"resource_topics":["ai_transformation"],"company_name":"IAG (Insurance Australia Group)","company_logo":175800,"case_study_pdf_download_url":"","award_selection":"2026_engagement_excellence","year_award_name":"2026 Regional Winner","category_name":"Engagement Excellence","industry_text":"Financial Services","company_hq_text":"Sydney, Australia","number_of_employees_text":"2,000+","office_locations_text":"Australia and New Zealand","page_sections_to_display":["challenge","solution","results","looking_ahead"],"page_title":"How IAG made learning conversational with AI, integrating Udemy","business_outcomes_repeater":[{"stat_number":"4.0","stat_description":"Average user rating out of 5"},{"stat_number":"100%","stat_description":"Users agreed Tolbot understood their queries"},{"stat_number":"80%","stat_description":"Users agreed recommendations matched their prompts"}],"challenge_heading":"Reducing friction in learning discovery","challenge_description":"

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.<\/span><\/em><\/p>\n

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.<\/span>
\n<\/span>
\n<\/span>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.<\/span>
\n<\/span>
\n<\/span>\u201cOur leadership team applies learning science principles by focusing on reducing cognitive load, enabling self-directed learning, and aligning learning to real career pathways,\u201d said Sheryn Crummy, Manager, Technology & Operations Capability.<\/span><\/p>\n","challenge_quote":{"challenge_quote_text":"Our leadership team applies learning science principles by focusing on reducing cognitive load, enabling self-directed learning, and aligning learning to real career pathways.","challenge_quote_author":"Sheryn Crummy","challenge_quote_author_title":"Manager, Technology & Operations Capability, IAG","challenge_quote_author_image":false},"solution_heading":"Tolbot brings conversational AI to learning","solution_description":"

IAG developed Tolbot, a conversational AI learning assistant built within the organization\u2019s 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.<\/span>
\n<\/span>
\n<\/span>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:<\/span>
\n<\/span>
\n<\/span>\u2022 Natural language queries: <\/b>employees interact using conversational prompts, making learning discovery feel like part of their workflow rather than a separate activity.<\/span>
\n<\/span>\u2022 Personalized recommendations: <\/b>Tolbot recommends Udemy content based on individual prompts, role context, and skill aspirations, ensuring learning is personalized to each employee\u2019s needs.<\/span>
\n<\/span>\u2022 Skills Framework alignment: <\/b>recommendations are anchored to the IAG Skills and Careers Framework, maintaining alignment with organizational capability priorities.<\/span>
\n<\/span>\u2022 Microlearning delivery: <\/b>short, targeted recommendations rather than overwhelming learners with full catalogs, enabling quick, focused learning moments that fit into busy workdays.<\/span>
\n<\/span>\u2022 Frictionless access: <\/b>available through the T&O Learning Center with no installation required, and Udemy recommendations can be opened on mobile for learning across devices.<\/span>
\n<\/span>
\n<\/span>\u201cTolbot is a leading example of how we\u2019ve implemented integrated and personalized learning at scale,\u201d Crummy said.<\/span><\/p>\n","solution_quote":{"solution_quote_text":"Tolbot is a leading example of how we\u2019ve implemented integrated and personalized learning at scale.","solution_quote_author":"Sheryn Crummy","solution_quote_author_title":"Manager, Technology & Operations Capability, IAG","solution_quote_author_image":false},"results_heading":"4.0 user rating and hundreds of prompts","results_description":"

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.<\/span>
\n<\/span>
\n<\/span>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\u2019s 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.<\/span>
\n<\/span>
\n<\/span>\u201cAs 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,\u201d said an IAG employee.<\/span><\/p>\n","results_quote":{"results_quote_text":"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.","results_quote_author":"Sheryn Crummy, Manager","results_quote_author_title":"Technology & Operations Capability, IAG","results_quote_author_image":false},"looking_ahead_heading":"Ongoing development","looking_ahead_description":"

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.<\/span><\/p>\n

“With Udemy,\u201d <\/span>Crummy said, \u201c<\/span>we\u2019ve shifted learning from a passive, catalogue-driven model to an active, problem-solving behaviour, where employees seek learning in response to real needs.\u201d <\/span><\/p>\n","looking_ahead_quote":{"looking_ahead_quote_text":"With Udemy, we\u2019ve shifted learning from a passive, catalogue-driven model to an active, problem-solving behaviour, where employees seek learning in response to real needs.","looking_ahead_quote_author":"Sheryn Crummy, Manager","looking_ahead_quote_author_title":"Technology & Operations Capability, IAG","looking_ahead_quote_author_image":false},"display_video_module":false,"cta_heading":"See Udemy Business in action.","cta_subheading":"Get started today.","cta_buttons_to_display":["download_case_study","request_demo"]},"yoast_head":"\nStudi Kasus Pelanggan - How IAG made learning conversational with AI, integrating Udemy - Udemy Business<\/title>\n<meta name=\"description\" content=\"Companies trust Udemy for Business to meet their learning and development needs.\" \/>\n<meta name=\"robots\" content=\"noindex, nofollow\" \/>\n<meta property=\"og:locale\" content=\"id_ID\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How IAG made learning conversational with AI, integrating Udemy\" \/>\n<meta property=\"og:description\" content=\"Companies trust Udemy for Business to meet their learning and development needs.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/business.udemy.com\/case-studies\/how-iag-made-learning-conversational-with-ai-integrating-udemy\/\" \/>\n<meta property=\"og:site_name\" content=\"Udemy Business\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/udemy\" \/>\n<meta property=\"article:modified_time\" content=\"2026-09-09T20:20:22+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/business.udemy.com\/wp-content\/uploads\/2023\/06\/udemy-business-organic-social-share-1200x630-refresh-2.png.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@udemy\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/business.udemy.com\\\/case-studies\\\/how-iag-made-learning-conversational-with-ai-integrating-udemy\\\/\",\"url\":\"https:\\\/\\\/business.udemy.com\\\/case-studies\\\/how-iag-made-learning-conversational-with-ai-integrating-udemy\\\/\",\"name\":\"Studi Kasus Pelanggan - 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