FWD Life Insurance continues to develop customer service. Recently, Generative AI technology has been used to enhance the Voicebot and Chatbot systems to work more efficiently, understand natural language, analyze customer needs accurately, and respond as if talking to a real officer.

Mr. David Korunich, Chief Executive Officer, Thailand and Cambodia, FWD Life Insurance Public Company Limited or FWD Life Insurance, revealed that FWD Life Insurance has always worked based on 'customer needs'. We believe that truly understanding customers is the heart of good service. Therefore, we studied customer usage behavior and feedback on officers and bots that a good Contact Center does not just respond according to a script, but must also respond correctly and understand the context.

"With the concept of 'Digital by Design', we have integrated technology into every step of the work process to provide services that meet the needs and reach customers the most. Therefore, we have chosen Generative AI to develop the Voicebot and Chatbot systems to be able to talk and answer questions professionally, naturally, and friendly, as if there were officers by our side all the time."

This new system uses Natural Language Understanding (NLU) [1] technology that helps the system understand real human language, both in text and speech, not just translating words. But also understand the meaning and context of what the customer wants to convey. In addition, there is an Intent Recognition [2] system that helps AI understand the customer's intention more deeply, whether it is a direct question, an open-ended question, or a question that sounds ambiguous. The system can capture the essence, analyze the emotion from the tone or way of speaking, and respond to the point. If the customer wants to talk to the officer, the system can forward the information smoothly to ensure that the service is continuous and uninterrupted.

After starting to use in April, it was found that the Chatbot system answered questions more accurately, while the Voicebot received satisfaction scores of "very good" and "good", especially the rate of answering questions from the first time the customer called (First Call Resolution) was almost 100%.

By using AI to help answer questions about policy information and initial service steps, the staff can focus on giving advice to customers on complicated topics, such as policy maintenance, resulting in a clear increase in the satisfaction score for the staff, reflecting the increased quality of the conversation, reducing policy cancellations by 60% and increasing the policy maintenance rate by 41% compared to the same period last year, reflecting that this technology can truly create satisfaction and meet the needs of customers.

Customers can use the Voicebot service 24 hours a day via the Customer Service Center, call 1351, and use the Chatbot via LINE OA: @FWDThailand. Both channels have a 2-step verification system for maximum customer data security.

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Allianz Ayudhya Assurance Public Company Limited has kicked off 2025 with outstanding first-quarter performance, standing out as a market leader by outperforming overall industry growth. The company reported total premiums exceeding THB 10 billion, a 19% increase year-on-year, despite a challenging economic backdrop. The company also recorded a 116% surge in new business value (NBV), underlining its strong growth momentum and strategic focus on long-term sustainability.

Mr. Thomas Wilson, President and CEO of Allianz Ayudhya Assurance PCL, stated, “Allianz Ayudhya has delivered a strong start to 2025 with exceptional performance in the first quarter, achieving outstanding growth across all distribution channels. While the overall market’s gross written premiums (GWP) grew by 5.8%, Allianz Ayudhya outperformed with an impressive 18.9% growth compared to the same period last year. Total premiums reached THB 10.97 billion, while new business premiums surged by 52% to THB 2.75 billion, driven by contributions from the agency channel (THB 1.26 billion), bancassurance (THB 1.04 billion), direct sales (THB 333 million), and other channels (THB 121 million).”

This exceptional performance is attributed to the successful execution of multi-faceted strategies, most notably, enhancing agency capabilities through immersive training programs such as “The Heroes Franchise Builder”, which emphasize experiential learning, accountability, and professional team leadership. Additionally, product offerings were closely aligned with customer needs, with an exceptionally strong quarter for health insurance and Unit-Linked (UL) products, which saw over 30% and 20% year-on-year growth, respectively These results reflect the effectiveness of Allianz Ayudhya’s approach in integrating protection with long-term financial planning. Short-term endowment products also performed well, particularly via the bancassurance channel, significantly contributing to the company’s overall growth.

At the group level, Allianz SE—the majority shareholder of Allianz Ayudhya—also posted a record-breaking operating profit of EUR 4.2 billion for Q1 2025, up 6.3% from the same period last year. This was driven by strong growth across all product lines, with total business volume rising 11.7% to EUR 54.0 billion. Life and health insurance emerged as key growth engines, while the Solvency II capitalization ratio remained strong at 203% as of the end of Q1 2025, reflecting the group’s solid financial footing and resilience amid global market volatility.

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