AIA Welcomes Two Robots to Its Staff
Last week, AIA Singapore officially opened its newly renovated next-generation, digitally-enabled customer service center at Finlayson Green and welcomed Pepper and Nadine, two customer service robots.
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Developed by Singapore’s Nanyang Technological University, Pepper and Nadine are socially intelligent humanoid robots with the ability to perceive emotions and adapt their behaviors to respond in an appropriate manner, and will continuously evolve by acquiring new knowledge to become more effective to customers. The robots will engage with customers by responding to general enquires about AIA Singapore and the customer service centers, details on customers’ policy loans and submission on some policy transactions requests, as well as other common enquiries while promoting AIA Singapore’s customer portal, AIA eCare, to encourage self-help.
AIA Singapore also unveiled a digital underwriter that’s integrated into its interactive point-of-sale system – POS EZ, which allows customers to authenticate their requests without having to physically meet with an insurance representative through a remote authentication function, anytime and anywhere in the world.
“As a company that is committed to placing the customer at the centre of everything we do, AIA is always exploring new ways in which we can enhance the customer experience. The launch today in Singapore of this world-class customer service centre demonstrates AIA’s leadership in pioneering new ways to engage with our customers as we help them live healthier, longer, better lives.” – President and CEO of AIA Group, Ng Keng Hooi.
“Strategic partnerships with industry leaders such as AIA Singapore build on NTU’s strengths in AI and data science, and are key to strengthening NTU’s cross-disciplinary research in social robotics technologies, including engineering, computer science, linguistics and psychology. Such collaborations pave the way for tangible tech-enabled solutions to real-world business challenges, as Singapore pushes the frontiers in our Smart Nation drive. 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.” – Director of the Institute for Media Innovation at NTU Singapore, Prof Thalmann.
