Legal & General is embracing artificial intelligence (AI) to provide more efficient responses to adviser customer queries.
In June as part of its growth strategy, L&G said it planned to increase protection profits through better use of technology and AI to improve efficiency and customer experience.
A key part of this process was the launch of a Gen AI chatbot which launched in May.
Speaking to Health & Protection about what this means for advisers, Bernie Hickman, CEO, retail at Legal & General, said the insurer has been focusing on augmenting its customer service people to make them more effective and efficient and better able to deliver better outcomes for customers and advisers.
“What we’ve done is develop a chatbot for internal use and this time. And it’s in our group protection business,” Hickman said.
“We’ve got a lot of different policies, policy terms and conditions, lots of detail that’s embedded within lots of documents.
“At the minute if say a broker rings up and asks a question you’re relying on people to know enough and to then go to the right place and the right document and give them the right information.
“And what we’ve developed is provided all of those documents to a chatbot – a Gen AI chatbot – and so you can do natural language. It’s effectively a safe version of Open ChatGpt AI but really done safely within our own internal infrastructure for our own internal customer service people.”
Hickman added the idea behind the launch is to enable customer service to give an answer more quickly.
“It actually gives them a hyperlink they can click on and whatever they need to answer a question,” he continued.
“Instead of them knowing which document and having to opening the right document, finding the right place, it literally comes up with ‘here’s the answer and if you want to see where it is in the document, press on this hyperlink’ and it takes you straight there.
“So it’s introducing greater efficiency.
“There’s less training, people become fully productive as well so it’s generally helping is deliver a better outcome for particularly our advisers in this instance.”