Tokio Marine Life
Insurance Singapore Ltd. accelerates digitisation and insurtech implementation
with market’s first chatbot
Insurance Singapore Ltd. accelerates digitisation and insurtech implementation
with market’s first chatbot
Singapore, 17
Jan 2017 – Tokio Marine Life Insurance Singapore Ltd. (TMLS), one of
Singapore’s leading retirement insurance provider, is accelerating its digital
and insurtech journey through the development of tools to engage the entire
customer value chain. As part of this strategy, TMLS has launched the
industry’s first self-learning chatbot for advisers that aims to promote
greater human resource efficiency.
Jan 2017 – Tokio Marine Life Insurance Singapore Ltd. (TMLS), one of
Singapore’s leading retirement insurance provider, is accelerating its digital
and insurtech journey through the development of tools to engage the entire
customer value chain. As part of this strategy, TMLS has launched the
industry’s first self-learning chatbot for advisers that aims to promote
greater human resource efficiency.
The chatbot, named
TOMI (short for Tokio Marine Insurance), is Singapore’s first chatbot to be
offered by an insurer for advisers. Available 24/7 through Facebook Messenger,
it can answer FAQs and continuously expand its knowledge base by keeping track
of questions it is unable to answer. Unlike average chatbots that rely on
keywords, TOMI is powered by Deep Learning for Natural Language Processing
(Deep NLP). This allows it to answer questions quickly and accurately,
regardless of how the user structures each question.
TOMI (short for Tokio Marine Insurance), is Singapore’s first chatbot to be
offered by an insurer for advisers. Available 24/7 through Facebook Messenger,
it can answer FAQs and continuously expand its knowledge base by keeping track
of questions it is unable to answer. Unlike average chatbots that rely on
keywords, TOMI is powered by Deep Learning for Natural Language Processing
(Deep NLP). This allows it to answer questions quickly and accurately,
regardless of how the user structures each question.
“With the launch of
TOMI, we hope to provide instant answers to operational enquiries, which
enables our frontline staff to focus on dealing with more complex queries,”
said Cheong Wai Hon, Chief Information Officer of TMLS. “While TOMI currently
focuses on enhancing internal efficiency and adviser engagement, plans are
underway to expand its functions to allow for customer-facing interaction.”
TOMI, we hope to provide instant answers to operational enquiries, which
enables our frontline staff to focus on dealing with more complex queries,”
said Cheong Wai Hon, Chief Information Officer of TMLS. “While TOMI currently
focuses on enhancing internal efficiency and adviser engagement, plans are
underway to expand its functions to allow for customer-facing interaction.”
Apart from
answering FAQs automatically, TOMI proactively engages advisers by sending push
notifications of relevant industry articles and allows advisers to take short
quizzes, with incentives for those who can answer all questions correctly. TOMI
was co-created with home-grown startup Pand.ai, an incubatee at SGInnovate.
answering FAQs automatically, TOMI proactively engages advisers by sending push
notifications of relevant industry articles and allows advisers to take short
quizzes, with incentives for those who can answer all questions correctly. TOMI
was co-created with home-grown startup Pand.ai, an incubatee at SGInnovate.
In line with its
digital strategy, TMLS also launched TM Wave, an in-house initiative that
streamlines administrative processes for advisers. The app allows outstanding
documents to be submitted as a photo via smart phones, minimising turnaround
time significantly.
digital strategy, TMLS also launched TM Wave, an in-house initiative that
streamlines administrative processes for advisers. The app allows outstanding
documents to be submitted as a photo via smart phones, minimising turnaround
time significantly.
“As our industry
continues to explore the applications of insurtech, we are excited by the
possibilities new technologies offer. TMLS is committed to harnessing the best
technology for our advisers and customers,” said James Tan, Chief Executive
Officer of TMLS.
continues to explore the applications of insurtech, we are excited by the
possibilities new technologies offer. TMLS is committed to harnessing the best
technology for our advisers and customers,” said James Tan, Chief Executive
Officer of TMLS.
“TOMI and the TM
Wave app set the tone for our technological transformation as we innovate and
advance our digital capabilities by implementing new sales tools, customer
service portals and data analytics. With the benefits of digitisation, we look
forward to engaging our customers better,” he said.
Wave app set the tone for our technological transformation as we innovate and
advance our digital capabilities by implementing new sales tools, customer
service portals and data analytics. With the benefits of digitisation, we look
forward to engaging our customers better,” he said.
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