Pace’s AI Agents To Streamline Prudential’s ILI Business Operations

KUALA LUMPUR, Dec 5 (Bernama) -- Pace, the agentic workforce for insurance, has been chosen by Prudential’s Individual Life Insurance (ILI) business to help simplify and improve its service delivery.

Pace’s artificial intelligence (AI)-powered agents are now streamlining policy servicing and supporting quality assurance within Prudential’s ILI business, with the first set of automated systems already live and taking on thousands of hours of work.

“Our work with Prudential is an example of how AI can be used as a strategic advantage. We are thrilled to support their exceptional team with AI agents in production today that deliver best-in-class accuracy and speed at significant scale,” said Pace chief executive officer, Jamie Cuffe in a statement.

Meanwhile, Prudential’s ILI business vice president of customer acquisition, Sara Atkinson said the automated systems free up teams to focus more on customer relationships, supporting Prudential’s broader goal of delivering industry-leading client and customer experiences.

The multi-year agreement began as a pilot and moved rapidly into full production after demonstrating clear gains in speed and operational efficiency.

Pace works with major insurers to manage mission-critical operations, with its AI agents navigating internal applications, interpreting documents and making phone calls to automate tasks traditionally handled by business process outsourcers.

-- BERNAMA