Delivering faster, smarter, and more human-like customer engagement
Driving Digital Transformation with Voice AI Innovation
PT Asuransi Tokio Marine Indonesia (TMI), one of Indonesia’s largest general insurers, is pushing the boundaries of customer experience.
By partnering with WIZ.AI, TMI is bringing a new level of efficiency and personalization to its services. The collaboration centers around the deployment of Gen AI-powered voice bots, designed to make customer conversations faster, smarter, and more human-like.
This initiative reflects TMI’s long-standing mission: “To be a Good Company”, with a clear focus on enhancing customer satisfaction.
Smarter Conversations, Human-Like Experiences
Today’s customers expect more than quick responses — they expect real conversations. To meet this demand, TMI rolled out WIZ.AI’s Gen AI-powered voice assistants.
These AI agents sound remarkably human. In fact, over 95% of callers could not tell the difference between the Talkbot and a human agent. Moreover, the Talkbot uses Natural Language Processing (NLP), Natural Language Understanding (NLU), and Generative AI to engage customers naturally.
It even adapts its tone, pace, and pauses to create a true human-like experience, across multiple ASEAN languages.
Sancoyo Setiabudi, President Director of TMI, shared:
“The “The digital era demands smarter communication strategies, powered by Artificial Intelligence and Generative AI. Our collaboration with WIZ.AI allows us to better serve our customers and approach new prospects with greater personalization and efficiency.“
AI Agents and Humans: A Winning Combination
WIZ.AI’s solution goes beyond automation. Thanks to agentic AI design, their Gen AI bots work hand-in-hand with TMI’s human agents.
Routine inquiries are handled entirely by the voice bot. However, calls that require emotional sensitivity are seamlessly transferred to human representatives. As a result, TMI’s contact center is now more agile, scalable, and efficient.
This smart division of labor empowers human agents to focus on complex cases, improving job satisfaction while maintaining high service standards.
Redefining Customer Expectations Generative AI
Jennifer Zhang, CEO and Founder of WIZ.AI, commented:
“Customer service should always feel warm, human, and hyper-personalized — even when powered by Artificial Intelligence. Together with Tokio Marine Indonesia, we’re showing how Gen AI-powered voice solutions can transform customer engagement for the digital age.“
By embracing Generative AI and AI agents, TMI isn’t just keeping pace with change. It’s setting a new standard for the insurance industry in Indonesia.
About Tokio Marine Group
Founded in 1879, Tokio Marine Group was Japan’s first insurance company. Today, it operates in 46 countries and regions worldwide.
Moreover, the group remains committed to innovation, including advancements in Artificial Intelligence and Generative AI technologies.
About WIZ.AI
Headquartered in Singapore, WIZ.AI is a fast-growing conversational AI company. The company specializes in Gen AI-powered voice solutions, agentic AI, and AI agents for enterprises.
With a strong presence in Indonesia, the Philippines, and China, WIZ.AI is transforming how businesses engage and delight their customers.
Original Article: Tokio Marine Asia