AIA Singapore celebrated the official opening of its newly renovated next-generation customer service centre at Finlayson Green on Friday by introducing the first humanoids in Singapore's insurance industry to take on roles in customer service.
The two humanoid robots are globally-recognised Pepper, and home-grown Nadine, which is the brainchild of scientists at Singapore’s Nanyang Technological University. Visitors to AIA Singapore’s Finlayson Green and Tampines customer service centres will be greeted and served by Pepper and Nadine, respectively.
Both are socially intelligent humanoid robots with the ability to perceive emotions and adapt their behaviours to respond in an appropriate manner. With AI technology, they will continuously improve with each customer interaction, learning from past experiences and acquiring new knowledge to become more effective.
Mr Ng Keng Hooi, AIA’s group chief executive and president, said at the launch event, “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.”
Mr Patrick Teow, CEO of AIA Singapore, said, “As industry leaders, it is our responsibility to constantly push the boundary of innovation to bring greater value and service excellence to our customers. As we strive to become the most digitally enabled insurer, we look to accelerate Singapore’s progress in embracing digitalisation for the future.”
Pepper and Nadine will engage customers by responding to general enquiries about the insurer and the customer service centres, 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.
Ms Melita Teo, chief operations officer, AIA Singapore, said, “Incorporating artificial intelligence with Pepper and Nadine is just one of many digitally-driven efforts at AIA Singapore. On this, we are single-minded in creating a customer-centric digital eco-system that establishes a whole new standard that goes beyond how customers are typically serviced to deepen engagement with our customers.”
According to AIA Singapore, its digital innovations include introducing the first-in-market Digital Underwriter in its interactive Point-of-Sales (iPoS) system; POS EZ, the first-in-market innovation that allows customers to authenticate their requests through a remote authentication function, anytime and anywhere in the world; and the award-winning AIA Vitality Weekly Challenge app.
The refreshed customer service centre at Finlayson Green has been specially designed with the purpose of creating a conducive environment for discussions and more personal interactions between customers and AIA Singapore staff. The second level has also been rejuvenated and transformed into an exclusive area dedicated to AIA Altitude members – a by-invitation-only programme for selected customers who are entitled to a suite of bespoke lifestyle privileges, as well as priority service at the customer service centre.