We are delighted to share news of our newly established dedicated AI & SaaS department to accelerate the next phase of our AI strategy. Increasingly, we will be focusing on how AI can benefit our customers in all interactions with us and how it can be applied for internal efficiency across the areas of our business where it brings value.
Why now and what does this mean for you? We know there will be questions, so we have spoken to Antoaneta Karagyozova, our newly appointed Chief SaaS & AI Officer, and Milena Georgieva, Director AI Transformation, about their vision behind the new team and what lies ahead.
Q: Why is Fadata creating a dedicated AI & SaaS department?
AI provides an opportunity to fundamentally change how insurers implement technology, access expertise and run their operations, and I believe Fadata can be at the forefront of shaping that change.
We are already evolving from primarily being a core insurance software provider to becoming a long-term transformation and technology partner. And that becomes even more relevant as AI adoption accelerates. The AI landscape across insurance is still quite fragmented, and our customers are looking not only to understand what AI can do for them, but also for a partner who can help them navigate the changes ahead.
For us, this means going beyond simply using AI to make today’s processes faster. We have an opportunity to rethink how insurance technology is built, implemented and used, and to do that together with our customers.
That is also why having AI & SaaS as a centralized function is so important. With the potential we see ahead, we need one direction, shared priorities and a coordinated approach to investment. The new function gives us that common governance and framework, bringing our AI efforts across Fadata together and helping us turn them into real impact.
Q: What role will the new department play that didn’t previously exist?
The new AI & SaaS department connects the different parts of our AI transformation end-to-end – from AI embedded in our products, to AI across the implementation lifecycle, customer-specific solutions and our own internal adoption. My role is to bring these streams together, translate real customer and business needs into priorities, and ensure we build reusable capabilities and invest where AI can create the greatest impact.
We are building a wonderful team that is enthusiastic about new AI capabilities, challenges how existing processes work, and can translate technology innovation into measurable business outcomes. What excites me most about this new chapter is the opportunity to go beyond AI tools and focus first and foremost on how we support our customers, while also transforming the way we build, deliver and work ourselves.
Q: What will customers see first?
As we move forward, we will be rolling out AI capabilities across both our product and the implementation lifecycle. This includes a number of software features designed to support our customers to create functionality and products for their business with ease, and implementation services that reduce time-to-market and require less specialized expertise. In parallel, we will be working with our customers on specific AI solutions that address their individual business needs. The priority, of course, is to bring these different AI areas together and move from ideas and experimentation to actual delivery and adoption.
Q: How will AI support customers across the entire technology lifecycle?
I capabilities can often exist at isolated points across the customer journey, but this is a key area we want to address. Our ambition is to bring AI in a consistent way across the full customer lifecycle – from understanding requirements and implementing INSIS, through configuration, testing, migration and go-live. Beyond implementation, we want to evolve INSIS into an AI-driven core solution that supports how insurers operate in production – with all these capabilities working in harmony.
By bringing these capabilities together, our customers will be able to access AI through a single platform rather than relying on disconnected tools and solutions. This will enable greater automation. It will naturally reduce manual effort, handovers and rework, and ultimately deliver faster time to market, lower TCO, higher quality and more predictable outcomes, both during transformation and in ongoing operations.
Q: What does this mean for Fadata’s role as a technology partner?
For me, this is about much more than introducing new technology. Insurers need a partner that can evolve with them as their technology, operating models and business needs change. Our dedicated AI & SaaS function brings together the expertise, customer insight, and delivery capabilities needed to support that transformation.
Drawing on our decades of experience, we have a wonderful opportunity to help insurers rethink how they implement technology, access expertise, and run their operations. We are not here to simply make existing processes faster. We have the opportunity to fundamentally rethink and reshape how things are done.
Q: What do insurers really get from AI?
AI creates an entirely new way for insurers to adopt new technology, manage data, engage with policy holders, and develop products, improving how they operate today while preparing their businesses for the future. The measurable business outcomes that AI delivers can be significant, including faster implementations, more automation, better quality, easier access to insurance and system knowledge, and reduced dependency on scarce expertise. Insurance is changing with AI, and we are here to help deliver our customers the best recipes to ensure that those changes are positive and rewarding.
Q: What makes Fadata’s approach to AI different?
Our differentiation is that we are not treating AI as another feature or a collection of disconnected tools. We are building AI into the entire insurance technology lifecycle, from INSIS, through implementation and transformation and insurer’s ongoing operations. These capabilities will progressively come together on a single Fadata AI SaaS Platform.
Because we combine deep insurance expertise, extensive INSIS knowledge and AI capabilities embedded in our platform, we can offer customers specialised agents that understand their insurance processes and technology landscape, rather than generic AI capabilities.
For me, that is the real difference: one insurance-focused AI platform that helps our customers not only implement and evolve their core system faster but also fundamentally rethink how they run their insurance business.
Q: How will customer feedback shape what Fadata develops?
We are building a structured pipeline of AI opportunities from customers and implementations, identifying high-value and repeatable use cases that can be industrialised into reusable agents, implementation capabilities or future product functionality.
So, in short, customer needs will directly shape our company AI roadmap.
