Harnessing the power of AI

TAL’s ambition is to create a leading digital experience for our partners and their members. As part of our approach, we’ve been exploring opportunities to unlock the capabilities of artificial intelligence (AI) so we can boost our service delivery and improve member outcomes. 

How is TAL using AI? 

One of our many investments in AI is the deployment of Microsoft’s Copilot platform, making TAL one of the first organisations in Australia to adopt this suite of AI solutions at scale. The platform is currently being rolled out to TAL staff, so we can build our collective AI literacy and support our employees in their daily tasks. 

Our use of Copilot has already delivered a range of valuable insights, which have helped us develop several tools for streamlining our claims and underwriting processes. These include: 

• Claims Assist Knowledge Search. Drawing on the Azure OpenAI service, this generative AI chatbot helps our Claims Consultants easily access our vast claims knowledge bank. This enables them to quickly and easily respond to member queries and understand specific requirements for particular claim types. 
• Claims Assist Mailbox. By automating the manual indexing of inbound emails, this tool improves efficiency and reduces errors, while speeding up the claims process and enabling faster responses from our Claims teams.

Moving faster, safely 

Although TAL is embracing the AI revolution, we continue to be vigilant around cybersecurity. Our deployment of Microsoft Copilot and other AI tools has been conducted within a controlled environment, allowing for rigorous testing to ensure that all solutions accurately achieve the intended outcomes. 

According to Chris Healey, TAL’s General Manager, Group Life & Retirement Platform, there’s no room for error when it comes to handling member data.

“Our approach to AI is highly controlled, as it needs to be, so we think carefully about how we apply AI across our operations so we can maintain digital trust,” Chris said. 

“While AI can make it easier for members to apply for cover and help us reach accurate insurance decisions faster, protecting member data will always be the primary consideration when we develop, test and implement any AI solutions.”

Benefits for partners and members 

TAL’s AI tools are helping us automate routine tasks so we can operate more efficiently and focus on the activities that matter most. For our Claims teams in particular, who regularly support members in highly distressing situations, our AI tools will help them reduce their administrative workloads so they can instead focus on delivering personalised support to each member. 

As we continue to integrate AI and automation, we expect to be able to provide even richer data insights to our partners to guide their strategic decisions and help them tailor their services to meet evolving member needs.

“TAL’s AI tools can enable us to maintain high service levels even during peak periods, while keeping up with increasing regulatory requirements,” Chris said. 

“Our investment in AI will also help ensure that every interaction we have with our partners and their members is consistent and meaningful. The future of AI is exciting, and we look forward to developing more solutions that will ultimately improve the member experience.” 

For more information about how TAL is investing in AI, speak to your Partnership Manager.