Life insurance specialist TAL has teamed up with Deloitte to deploy a regtech solution using artificial intelligence (AI) and voice recognition, in a bid to drive good customer outcomes.
The AI solution will be used to analyse all of TAL’s phone-based sales calls to look for matches to phrases, statements, and key words that the insurer has identified as potential indicators of risk or poor consumer outcomes. The call recordings will then be assessed by TAL’s quality assurance program, improving the overall responsiveness and mobility of the program.
Sue Sdregas, TAL general manager of operational risk and support for individual life, said the company decided to leverage AI to ensure “customers are sold the right products for their needs and circumstances and that they are underwritten appropriately.”
“We know it is important that customers choose the insurance they want and understand and this automated quality assurance capability will help us achieve this as well as further strengthen our risk management frameworks,” Sdregas said. “TAL decided to accelerate its work in this area some 18 months ago and as a result, we now have voice analytics in full production and deployed on all of our sales calls. This is just one part of our end-to-end application of AI in the life insurance process, with AI also playing a significant role in several steps of the underwriting process.”