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Prudential Singapore, one of Singapore's leading life insurance companies, was seeking a cost-effective solution to help its financial consultants (FCs) respond to product and policy questions more quickly, with the objective of providing an enhanced customer experience.
The company used IBM Watson Discovery and IBM Watson Assistant running on IBM Cloud infrastructure to develop an intelligent interface for FCs seeking answers to common queries, which enhanced the responsiveness of more than 4,600 FCs, reduced calls at the call centre by 32%, and allowed FCs to deliver greater value with confidence.