TAL is seeking wider-scale opportunities for generative AI across the business

Life insurance company, TAL said it's seeking opportunities to scale out its search pilot capabilities following improvements found in its ‘claims assist knowledge search’ trial.

In July, TAL announced a new three-year strategic agreement with Microsoft that would accelerate plans to deliver faster, better experiences for customers, partners and staff with technologies such as Copilot for Microsoft 365.

The company created the ‘claims assist knowledge search’ to complement its claims and customer service teams and help aid in responding to customer queries faster.

The search function was developed using Azure OpenAI Services with staff able to use the chatbot-like user interface to find information faster.

The capability is able to explore through many reference materials in TAL’s data and respond with a natural-language AI-generated answer, including source citations. 

Duncan Gillespie, change management lead at TAL told Digital Nation, the company is now looking for opportunities to “scale this type of technology across other areas of the business.”

According to Gillespie, TAL’s claims assist knowledge search pilot “showed positive results” with the company now ready “to expand the roll-out across all of claims.”

Gillespie also said early results indicate TAL has been able to "cut in half the time it takes claims consultants to find information.”

“From a user experience perspective, we’ve seen improvements across the board from the ease of finding information; quality and completeness of search results; to more confidence that they’ve found the right information,” Gillespie said.

He said the claims assist knowledge search function was developed to “provide a leading search experience for our claims and customer service teams - improving speed, accuracy, quality and completeness of searches and responses.”

“Think of this as a ‘claims companion’ – making our claims teams' jobs easier by helping them to work more efficiently and provide deeper customer support to improve the claims experience,” Gillespie said.  

“Our goal is to provide instant answers to queries and avoid manually trawling through lots of documents. It helps us deliver better and faster outcomes for our customers while meeting our obligations,” Gillespie said. 

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