TAL and Microsoft Join Forces to Revolutionize Life Insurance with AI

In a significant move to transform the life insurance sector, TAL has announced a three-year strategic agreement with Microsoft. This partnership aims to leverage the latest technology to deliver faster, better experiences for customers, partners, and employees.

TAL and Microsoft join forces to revolutionize life insurance with AI

The agreement builds on the two organizations’ longstanding partnership, expanding TAL’s access to new technologies, including Azure OpenAI Service, and supercharging its internal engineering capabilities.

“Our partnership with Microsoft is an investment in advanced technology to make the experience our customers, partners, and employees have with us, better.” - Hinesh Chauhan, Chief Information Officer at TAL

The partnership approach allows TAL to benefit from Microsoft’s leading AI technologies, such as Copilot for Microsoft 365, while also collaborating closely to develop its own solutions for customers, partners, and employees.

Building Differentiated Solutions for Employees and Customers

The new agreement expands TAL’s ability to harness generative AI to enhance customer and employee experiences. With the addition of Azure OpenAI, TAL’s engineering team is developing strong use cases across its business, where benefits to employees, customers, and partners can be realized at scale and safely.

One use case is focused on streamlining insurance claims processing for customers and employees. Developed using Azure OpenAI Service, the ‘Claims Assist Knowledge Search’ is a search assistant for TAL’s Claims and Customer Service teams to tap into TAL’s knowledge bank and help them respond to customer queries faster.

Streamlining insurance claims processing with AI

The life insurer is also developing a solution that automates manual indexing of emails using a combination of AI and robotics to improve efficiency and accuracy.

“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.” - Sajeewa Arachchilage, Head of Digital Engineering at TAL

Integrating Microsoft Solutions Across Every TAL Team

The agreement includes a significant uplift in employee access to several Microsoft Copilot solutions, making TAL one of the first organizations in Australia to deploy Copilot at scale.

An additional 2,000 licenses for Copilot for Microsoft 365 will be rolled out following strong results in time savings and operational efficiencies from TAL’s participation in the Early Access Program.

“The majority of TAL’s early access users found Copilot jump-starts the creative process and allows them to focus on more meaningful work.” - TAL user survey

Investing in Skills for the Future

All TAL employees will have access to Microsoft’s Enterprise Skills Initiative, supporting broad uptake and skills development in AI, as well as cloud computing and data management.

The program is designed to support ongoing training and skills development and foster a culture of continuous learning and adaptation. By investing in its people, TAL aims to maintain its position as a leader in digital innovation in Australia’s life insurance industry.

Investing in AI skills for the future