Jan 22, 2019
The insurer continues its pioneering streak, this time in customer service, by fielding humanoid robots to assist in its newly built centre.
When AIA Singapore handpicked the front desk crew for its new digitally enabled customer service centre at Finlayson Green, the requirements were stringent: the staff would need to be very friendly when greeting guests, understand the needs of different customers quickly and respond to an array of general queries.
AIA Singapore’s humanoid robot, Pepper, checked all the boxes, emboldening the insurer to become the first in Singapore to field intelligent machines to their customer service frontlines, shoulder-to-shoulder with human representatives.
Aside from Pepper, AIA Singapore deployed the homegrown humanoid, robot Nadine, to its Tampines customer service centre. Both robots are socially intelligent, meaning they can perceive emotions and adapt their behavioural responses accordingly, with each successive customer interaction building on their knowledge and, both humanoid robots will evolve continuously through acquiring new knowledge to become more effective to customers.
Initially, the robots will be assigned to respond to general enquires about AIA Singapore and the customer service centres, details on customers’ policy loans and submission on some policy transactions requests.
Customer experience at the forefront
For AIA Singapore, this marks another milestone that is in line with its vision to harness the potential of cutting edge technologies to further bolster its customer experience. “As industry leaders, it is our responsibility to constantly push the boundary of innovation to bring greater value and service excellence to our customers,” said Patrick Teow, Chief Executive Officer of AIA Singapore.
“As we strive to become the most digitally enabled insurer, we look to accelerate Singapore’s progress in embracing digitalisation for the future,” added Patrick. “In doing so, we hope to elevate our standard of customer service, increase productivity and create higher value careers for our workforce.”
AIA’s Pepper and Nadine solidifies its bid to not only improve its customer service but also cement its position as a market leader. AIA is banking on its partnership with NTU Singapore to help the insurer unlock innovative solutions to current customer pain points. “Such collaborations with industry leaders such as AIA Singapore pave the way for tangible tech-enabled solutions to real-world business challenges, as Singapore pushes the frontiers in our Smart Nation drive,” Prof Thalmann, Director of the Institute for Media Innovation at NTU Singapore, referring to the country’s national drive to support better living using technology.
“Through Nadine’s four-month stint at AIA, we hope to define new humanoid features that are necessary for jobs in the insurance and banking industries.”
Nadine’s four-month internship is a pilot between AIA Singapore and NTU Singapore to explore the use of social robots in Singapore’s insurance industry. It aims to bolster the AI knowledge database through deep learning and gather data on how the public interacts with a robot.
Digitally driven solutions
AIA Singapore’s humanoid robots are the latest in a series of breakthrough initiatives from the insurer, which was recognised as the industry’s Innovator of the Year in 2017. Its other digital innovations include introducing the first-in-market Digital Underwriter in its interactive Point-of-Sales system; launching the award-winning POS EZ, a first-in-market service that uses remote authentication so customers can authenticate their requests without needing to physically meet with an insurance representative; and rolling out the award-winning AIA Vitality Weekly.
“Incorporating artificial intelligence with Pepper and Nadine is just one of many digitally-driven efforts at AIA Singapore,” said Melita Teo, Chief Operations Officer at AIA Singapore. “On this, we are single-minded in creating a customer-centric digital ecosystem that establishes a whole new standard that goes beyond how customers are typically serviced to deepen engagement with our customers, supporting them in leading healthier, longer and better lives together with their families.”
At AIA Singapore, we have been serving the community since 1931.
As The Real Life Company, we help families lead longer, healthier, and better lives. We aim to make insurance easier for everyone – with quality financial advice and innovative products and services. We listen to customers to make sure we give them the financial security they really want.
AIA Group’s Vision is to be the pre-eminent life insurer in Asia-Pacific and we are committed to be Singapore’s pre-eminent life insurer, admired for our excellent service and best practices.