Pace AI Agents Go Live at Prudential, Saving Thousands of Hours

Pace AI agents go live to streamline policy service and QA at Prudential's Individual Life Insurance business

Pace has been selected by Prudential's Individual Life Insurance (ILI) business to simplify and improve service delivery with AI agents. The first production systems are live, taking on thousands of hours of policy service and quality assurance work.

The engagement began as a pilot and moved to a multi-year agreement after showing clear gains in speed and operational efficiency. The goal: faster turnaround, consistent quality checks, and more time for frontline teams to focus on customers.

What's live and where it helps

• Policy servicing: AI agents process recurring service requests and reduce manual effort on high-volume tasks.
• Quality assurance: Automated checks add consistency and shorten feedback loops across service workflows.

According to Pace CEO Jamie Cuffe, the collaboration shows how insurers can use AI agents for scale, accuracy, and speed. Prudential's ILI team noted that automation frees staff to invest more time in customer relationships and the overall experience.

Why operations leaders should care

• Throughput: Automated handling of well-defined tasks helps clear backlogs and smooth SLAs.
• Consistency: Systematic QA reduces variance and supports stronger controls.
• Capacity: Teams can shift focus from repetitive work to higher-value conversations with customers and advisors.
• Momentum: Pilot-to-production progression signals operational readiness and measurable benefits.

Early outcomes

• Deployed AI agents now performing work measured in thousands of hours.
• Move from pilot to full production after demonstrating improved speed and operational efficiency.
• Multi-year agreement in place to expand and sustain automation across ILI workflows.

About Pace

Pace provides an agentic workforce for insurance operations. Its AI agents work across internal apps, analyze documents, and place phone calls to automate tasks often handled by BPO teams-covering submission intake, policy servicing, claims support, and data entry.

Learn more at withpace.com. For information on Prudential's life offerings, visit Prudential Life Insurance.

Practical next steps for insurance operations teams

• Prioritize high-volume, rules-based tasks for initial automation and define clear success metrics (AHT, accuracy, rework).
• Stand up an internal QA rubric and audit trail from day one to simplify model validation and compliance checks.
• Create an "exceptions first" playbook so human specialists handle edge cases while agents process standard work.
• Establish change management early: workflow owners, training, and communication to front-line staff and partners.

If you're building skills in AI-enabled operations, explore role-based programs at Complete AI Training.

Contacts

• Pace Media Contact: +1 (917) 791-0529, press@withpace.com
• Pace Business Contact: Tristan Gosakti, tristan@withpace.com