TAL has partnered with Deloitte to deploy an AI and voice recognition solution used on up to 100% of phone-based sales calls. The solution will "analyse call recordings to look for matches to phrases, statements and key words that TAL has identified as potential indicators of risk or poor consumer outcomes."
TAL have advised that "this is just one part of our end-to-end application of AI in the life insurance process".
AI is also used in the underwriting process, where it has been used " to audit 100% of underwriting cases in order to identify inconsistent cases" that can then be reviewed by the quality assurance team.
Further details - TAL Media Release 19 November 2019.