Digital & Technology

Prudential launch AI-powered virtual assistant chatbot

Prudential introduces digital claims system and AI platform bringing new level of convenience to customers and agents

Prudential Hong Kong introduces two new additions to its digital transformation line-up that harness automation, artificial intelligence (AI), machine learning and other technological innovations in order to provide a more personalised and accessible experience to customers.

eClaims is a new self-service customer platform that enables customers to both submit their hospital claims electronically and get instant claims status updates, making insurance claims an easier and hassle-free experience. Following a pilot rollout to financial consultants in August this year, Prudential will also be extending a new AI-powered Chinese-language virtual assistant “Ask Prudence” chatbot service to its customers, allowing a round-the-clock online enquiry service.

Said Sam Lim, Chief Transformation Officer at Prudential, “There has been a growing demand for more internet- and mobile-enabled service offerings that complement traditional paper-oriented processes. The new additions seek to offer customers an end-to-end digitalised experience which sits at the core of our customer journey.”