Abhii Parakh

Yeah, absolutely. We have seen that. I mean, we've seen folks... In the verbatim comments that we get, right, in our surveys, for example, in the call center as well, we are getting that feedback around our improvements because we have made changes where people had trouble understanding the person on the other line, for example, because of a difference in culture or a difference in sort of accent.

Yeah, absolutely. We have seen that. I mean, we've seen folks... In the verbatim comments that we get, right, in our surveys, for example, in the call center as well, we are getting that feedback around our improvements because we have made changes where people had trouble understanding the person on the other line, for example, because of a difference in culture or a difference in sort of accent.

We've made some changes there. So now people are able to actually understand directly based on the feedback, have a better conversation, a more meaningful interaction. And we're seeing that coming through in the feedback as well.

We've made some changes there. So now people are able to actually understand directly based on the feedback, have a better conversation, a more meaningful interaction. And we're seeing that coming through in the feedback as well.

We've made some changes there. So now people are able to actually understand directly based on the feedback, have a better conversation, a more meaningful interaction. And we're seeing that coming through in the feedback as well.

Yeah, I mean, I would say I'm going to talk on behalf of a lot of my peers and colleagues. All of us are working together to drive this sort of AI assisted future. I would say really in 2023 was the year of exploration. So a lot of fact finding. It was also the year I think everybody woke up to the reality of how far the technology had come.

Yeah, I mean, I would say I'm going to talk on behalf of a lot of my peers and colleagues. All of us are working together to drive this sort of AI assisted future. I would say really in 2023 was the year of exploration. So a lot of fact finding. It was also the year I think everybody woke up to the reality of how far the technology had come.

Yeah, I mean, I would say I'm going to talk on behalf of a lot of my peers and colleagues. All of us are working together to drive this sort of AI assisted future. I would say really in 2023 was the year of exploration. So a lot of fact finding. It was also the year I think everybody woke up to the reality of how far the technology had come.

So 2023, we were exploring a lot of different solutions to improve productivity, to assist our employees. 2024 was the year where we really piloted and very, very rapidly scaled that up to a lot of our employees. And we saw a lot of engagement, a lot of adoption, and really focused on the employee side of the equation. So that's really where we began and started to see a lot of improvement.

So 2023, we were exploring a lot of different solutions to improve productivity, to assist our employees. 2024 was the year where we really piloted and very, very rapidly scaled that up to a lot of our employees. And we saw a lot of engagement, a lot of adoption, and really focused on the employee side of the equation. So that's really where we began and started to see a lot of improvement.

So 2023, we were exploring a lot of different solutions to improve productivity, to assist our employees. 2024 was the year where we really piloted and very, very rapidly scaled that up to a lot of our employees. And we saw a lot of engagement, a lot of adoption, and really focused on the employee side of the equation. So that's really where we began and started to see a lot of improvement.

I should caveat that with the types of AI that I'm talking about. So the timeline I just discussed is about Gen AI. Yeah. There's obviously been traditional AI sort of in the machine learning space that Prudential has used, right?

I should caveat that with the types of AI that I'm talking about. So the timeline I just discussed is about Gen AI. Yeah. There's obviously been traditional AI sort of in the machine learning space that Prudential has used, right?

I should caveat that with the types of AI that I'm talking about. So the timeline I just discussed is about Gen AI. Yeah. There's obviously been traditional AI sort of in the machine learning space that Prudential has used, right?

We've been using that for a very, very long time, such as in our underwriting function, to be able to use models and big data and be able to make sense of that in real time so we can improve the experience, improve the speed to market, and improve the accuracy of decisioning. of the life insurance application process.

We've been using that for a very, very long time, such as in our underwriting function, to be able to use models and big data and be able to make sense of that in real time so we can improve the experience, improve the speed to market, and improve the accuracy of decisioning. of the life insurance application process.

We've been using that for a very, very long time, such as in our underwriting function, to be able to use models and big data and be able to make sense of that in real time so we can improve the experience, improve the speed to market, and improve the accuracy of decisioning. of the life insurance application process.

And then this is the year that we are obviously looking at agentic AI and a lot of heavy exploration going on in that space.

And then this is the year that we are obviously looking at agentic AI and a lot of heavy exploration going on in that space.

And then this is the year that we are obviously looking at agentic AI and a lot of heavy exploration going on in that space.