Revolutionizing customer service with Gen AI-powered voice bots for the insurance industry.
How AI Agents are Shaping the Future of the Insurance Industry
For the insurance sector, delivering personalized customer service at scale has always been a challenge. To solve this, PT Asuransi Tokio Marine Indonesia (TMI) has implemented an AI agent for insurance industry applications, partnering with WIZ.AI to transform how they engage with customers.
This strategic move combines Generative AI and human-like voice interaction, resulting in faster, smarter, and more efficient communication with policyholders.
AI Agent for Insurance Industry: Raising Customer Satisfaction
The results speak for themselves. With over 95% of customers unable to tell they are speaking with an AI agent, TMI has achieved a significant leap in customer satisfaction.
WIZ.AI’s Gen AI-powered voice bots handle routine queries with human-like conversations, using advanced Natural Language Processing (NLP) and Natural Language Understanding (NLU). The bots adjust tone, pacing, and pauses to deliver an experience that feels warm and personal.
Sancoyo Setiabudi, President Director of TMI, shared:
“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.“
Seamless Human-AI Collaboration for Insurance Services
An AI agent is not here to replace human agents — it complements them. In TMI’s case, the Gen AI-powered voice assistant takes care of high-volume, repetitive tasks. However, when a conversation requires empathy or complex problem-solving, the call is routed to a human agent.
This approach enhances overall service capacity while allowing human agents to focus on meaningful, high-touch interactions.
As a result, TMI’s contact center has become more agile and cost-effective — a win-win for both the company and its customers.
Setting a New Standard with Generative AI Solutions
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.“
Through this collaboration, TMI is not only enhancing efficiency but also setting a new benchmark for how AI agents can revolutionize the insurance industry.
About Tokio Marine Group
Founded in 1879, Tokio Marine Group is Japan’s first insurance company. Operating in 46 countries and regions, the group continues to innovate by integrating AI solutions for insurance services.
About WIZ.AI
Headquartered in Singapore, WIZ.AI specializes in AI agents for insurance industry applications and conversational AI solutions. With a growing presence in Indonesia, the Philippines, and China, WIZ.AI empowers businesses to deliver human-like customer interactions at scale.
Original Article: Tokio Marine Asia