Prudential partners Google Cloud for digital transformation

Prudential partners Google Cloud for digital transformation
Image credit: Prudential

To enhance CX for its Pulse app users in Asia and Africa.

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Prudential plc (Prudential), the London headquartered insurance company, has partnered with Google Cloud in Asia and Africa to leverage the latter’s data analytics capabilities and the broader Google ecosystem to accelerate its “digital transformation” and “enhance user experience” of its health and wealth platform, Pulse.

The company’s Pulse app provides users with “access to services” such as health risk assessment and online doctor consultation to help them better manage their health needs.

According to Prudential, the app also has “digital wealth tools” that are intended to make financial decision-making for users “simpler”.

Prudential’s Strategic Business Group Managing Director, Solmaz Altin, said the partnership with Google would help Prudential “leverage new technology solutions” to make the Pulse platform more “intelligent and engaging”.

With “Google's suite” of data analytics, artificial intelligence (AI) and machine learning tools such as Kubeflow, Looker, BigQuery and Vertex AI, Prudential hopes to “enhance” customer interactions and to “provide” more personalised, accurate healthcare information and education to Pulse app users, Altin said.

The aim is to reach out to more people across Asia and Africa, “in particular those who cannot easily access health and financial information and services,” he added.

Prudential has more than 530,000 agents across its 23 markets in Asia and Africa, serving more than 19 million customers.

In the longer term, Prudential will “look to adopt” Google's AI across a broader digital strategy to make accessing insurance simpler, to drive greater efficiency, and to increase agent productivity, Altin said.

For example, with advanced analytics and AI, Prudential “aims to use data” to help its agents better understand the needs of their customers, he added.

The company is further looking to improve customer experience, by “digitising” the entire claims process, making a submission, assessment, and approval more seamless and efficient.

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