TAL says generative artificial intelligence (AI) has the potential to play a key role in its business such as enhancing customer experience. 

The life insurer has already commenced an “experimentation approach” with the technology, which has caught the imagination of industries globally after ChatGPT made its debut in November last year. 

“Currently, we’re experimenting in a few areas in particular – testing its ability to enhance staff interactions through helpdesk, generating visual and personalised content for marketing,” TAL EGM Technology Hinesh Chauhan said. 

“Through these different applications, we also have the opportunity to think through how best to embed the technology safely into our business processes in the future.” 

Consultant McKinsey describes generative AI as algorithms that can be used to create new content, including audio, code, images, text, simulations, and videos. 

Microsoft-backed ChatGPT, the most famous example of generative AI, is a chatbot that uses natural language processing to provide human-like answers when prompted by users. 

Mr Chauhan says TAL has been “experimenting with the underlying technology behind generative AI for a number of years, taking an “applied innovation approach to explore its potential”. 

“With the more recent emergence of ChatGPT and broader large language model-based solutions, we’re now excited to be leveraging our existing partnerships, including our major partnership with Microsoft, to move more quickly in exploring different ways we can adopt and apply the technology to different use cases,” he said. 

“We really see the potential for generative AI to play an important role in supporting our business operations across a range of areas, to enhance the experience for our customers and partners. 

“But we understand that, ultimately, that will always be a human and personal experience and so we are looking at generative AI as a complementary technology, able to act as a ‘co-pilot’ and provide valuable support to our team members in their various roles.”