TAL expands AI capabilities with new Microsoft agreement

The new agreement builds on the longstanding partnership between the two organisations and expands TAL’s access to new technologies, including Azure OpenAI Service, to enhance the customer and employee experience.

Using Azure OpenAI Service, TAL’s engineering team has developed the “Claims Assist Knowledge Search”’, a search assistant for claims and customer service teams that allows them to tap into TAL’s knowledge bank and thus respond to customer queries faster.

The life insurer said it is also currently developing a solution to automate manual indexing of emails using a combination of AI and robotics to improve efficiency and accuracy.

As of October last year, TAL has been participating in a Copilot early access program. According to an internal survey of TAL users, Copilot “jump-starts the creative process and allows them to focus on more meaningful work”, with users reporting an average time saving of one to two hours a week while using the technology.

The new agreement also includes a significant increase in TAL employees’ access to Copilot solutions, making it one of the first organisations in Australia to deploy Copilot at scale.

Additionally, TAL engineers will now have access to GitHub Copilot to check their coding, enabling them to develop solutions faster.

“The broader Copilot roll-out will be underpinned by TAL’s adaptive framework for responsible and safe use of AI,” the insurer said.

Through the new agreement, all TAL employees will gain access to Microsoft’s Enterprise Skills initiative, a comprehensive suite of learning resources helping them develop skills in AI, cloud computing, and data management, and supporting ongoing training and skills development.

TAL’s head of digital engineering, Sajeewa Arachchillage, said the life insurer is now focused on using technology to improve its efficiency and service offerings.

“At TAL, we are committed to leading the life insurance sector by integrating intelligence and automation into our core business to drive meaningful insights from our data,” Arachchillage said.

“We are streamlining our processes with innovative technology to better serve our customers and support our people with relevant skills and capabilities to get them ready for an exciting future.”

TAL’s chief information officer, Hinesh Chauhan, said the partnership will help the company be a leader in the insurance industry.

“Our partnership with Microsoft is an investment in advanced technology to make the experience our customers, partners, and employees have with us better. This agreement demonstrates how TAL is adopting technology to lead on digital in the life insurance sector,” Chauhan said.

“The partnership approach allows us to benefit from Microsoft’s leading AI technologies like Copilot for Microsoft 365 while also collaborating closely to develop our own solutions for our customers, partners, and employees."

Managing director at Microsoft Australia and New Zealand, Steven Worrall, said the company is pleased to continue their partnership with TAL and help them enhance their offerings.

“Our continued collaboration with TAL highlights the incredible potential of AI, cloud computing and data to transform life insurance in Australia,” Worrall said.

“The company has already gained a first-mover advantage in generative AI adoption through our Copilot for Microsoft 365 Early Access Program, and we are excited to explore more ways to enhance customer engagement and enrich employee experiences.”