bolttech is implementing AWS’s generative artificial intelligence (Gen AI) solutions across their customer- and internal-workflows, enhancing operational efficiency and customer experiences while reducing costs.
The Singapore-headquartered international insurtech company serves millions of customers across 37 markets on four continents. It has built its generative AI platform – bolttech GenAI Factory – using Amazon Bedrock, and powered by Amazon Connect and Amazon Lex, to enhance their existing omni-channel call center solution.
bolttech’s teams will use the platform to develop and deploy their own generative AI applications.
The bolttech GenAI Factory further enhances bolttech’s contact center offerings in three ways using agentic AI – a set of Gen AI systems designed to automate tasks by interacting with its environment, collecting data, and using it for self-determined tasks to meet predetermined goals.
The generative AI-enabled solution integrates advanced speech-to-speech capabilities into bolttech’s chatbots, enabling seamless, natural conversations with customers in multiple languages – currently being piloted in Korean.
The solution can provide real-time, personalised responses to customer policy questions in their native language. It also manages a wide range of simple and complex enquiries with near-instant response times.
By automating routine tasks such as basic claims processing, the solution enables bolttech’s human agents to focus on higher-value interactions, boost operational efficiency and reinforces bolttech’s commitment to world-class customer satisfaction across its global operations.
Philip Weiner, CEO for Asia at bolttech, said AWS’s cloud computing and generative AI services, including Amazon Bedrock, provide the foundation to access diverse model choices, deliver superior price-performance ratios, and robust enterprise features for trust and safety that align perfectly with bolttech’s needs.
“The ability to select from various AI models such as Amazon Nova helps support rapid innovation to improve customer experiences in our industry, including how we can offer real-time policy explanations, instant claims processing, and near-human AI interactions by leveraging advances in agentic AI,” said Weiner.
“With this collaboration, we can enhance our ability to deliver more choice to our partners and their customers, ensuring they have access to the most innovative protection solutions available,” he added.
Besides claims resolution and contact center augmentation, bolttech’s platform also serves as an enterprise-wide innovation engine, enabling internal teams to develop and deploy their own generative AI applications across the entire insurance value chain, from underwriting and claims processing, to customer service and product development.
With AWS’ infrastructure, bolttech will leverage AI to improve prediction, prevention and recovery in its customer product offerings.
These innovations aim to reduce loss ratios over time and provide rapid, holistic recovery and remediation when unavoidable loss events occur.
bolttech is also leveraging AWS to streamline their software development lifecycle and accelerate time to market. With trial use cases of Amazon Q Developer, bolttech was able to reduce the time spent on updating code documentation files by over 50%, freeing up valuable development time.
“The insurance sector in Southeast Asia is using the latest cloud technology and generative AI to make protecting assets easier, more affordable, and more intuitive,” said Priscilla Chong, country manager of AWS Singapore.
“bolttech is an example of a company delivering innovation using generative AI to enhance their customer experiences, improve operational efficiency, and driving innovation in how insurance services are delivered and consumed globally,” said Chong.