Customer story · InsuranceAHE Asistan makes private pensions and life insurance simpler.
Anadolu Hayat Emeklilik partnered with CBOT to launch AHE Asistan, an AI-based assistant that instantly answers customer questions about private pensions and life insurance. Built on CBOT's NLP engine, it makes two complex topics simpler and clearer for the public. As of February 2020 it had reached 47 thousand users and 133 thousand messages, with a 93% accuracy rate and 92% coverage rate.
Anadolu Hayat Emeklilik is one of İşbank's subsidiaries, operating in the private pensions and life insurance sector. It is Turkey's first life insurance company and its first publicly traded private pensions company, a sector leader that generated Turkey's largest funds in the aggregate of life insurance and the private pension system. It serves customers through regional offices, its bancassurance network, a direct sales team and roughly 250 agencies, alongside online and mobile branches.
Private pensions and life insurance are widely seen as complicated topics that require a level of regulatory and practical knowledge. To interact with customers more effectively and make these fields easier to understand, Anadolu Hayat Emeklilik decided to use an intelligent, AI-based assistant.
The company chose CBOT as its partner, weighing CBOT's proven use cases and references. Together the two companies handled the development, training and deployment of the assistant. CBOT delivered AHE Asistan with full functionality in Turkish, drawing on its advanced NLP engine and experience in the financial sector.
As of February 2020, AHE Asistan had reached 47 thousand users across 133 thousand messages, holding a 93% accuracy rate and a 92% coverage rate, figures the two institutions keep high through ongoing collaboration.
Private pensions and life insurance are perceived as complex fields that require regulatory and practical knowledge. Anadolu Hayat Emeklilik wanted to interact with customers more effectively and make these topics simpler and clearer for the wider public.
Private pensions and life insurance are seen as complex topics that require regulatory and practical knowledge, making it hard for users to reach a clear answer.
A wide audience, including non-customers, needed accurate information on topics that shape their financial future.
Customers wanted easy access to information specific to them, such as pension accounts, accumulated assets and the right to leave the system.
There was an expectation of instant answers to frequently asked topics, independent of working hours.
AHE Asistan, an AI-based assistant built by CBOT on its NLP and machine learning technologies, instantly answers customer questions about private pension and life insurance products. It provides both public information and, in the authenticated area, details on pension accounts, the right to withdraw from the system and accumulated assets.
Built on CBOT's advanced NLP engine and machine learning, the assistant understands natural human statements and provides relevant instant responses.
Beyond public information, in the authenticated area it shares personal details such as pension accounts, accumulated assets and the right to withdraw or leave the system.
When a customer wants to know when they can retire, the assistant directs them to the simulation page to calculate their retirement age.
On anadoluhayat.com.tr and the online branch, AHE Asistan instantly informs customers on topics like pension accounts, accumulated assets and retirement simulation.
Anadolu Hayat Emeklilik and CBOT keep AHE Asistan's accuracy and coverage high through ongoing collaboration, continuing to make two complex fields accessible to the public.
Over time the assistant's scope is broadened, through continued collaboration, to cover more topics and scenarios.
More case studies
Every organization's needs are different, but the impact of a well-designed AI experience is shared: faster processes, easier service and stronger customer engagement. Explore the other success stories we have brought to life across different industries.
