FWD Insurance has earned international recognition after taking home the Platinum Award for The Best Technology Innovation Contact Center at the Contact Center Association of Asia Pacific Awards 2025 (CC-APAC) in Hong Kong. The achievement follows its recent Gold Award at the TCCTA Contact Center Awards 2025 in Thailand, underscoring the company's strength in using advanced technology — particularly Generative AI — to elevate the customer experience. FWD's Voicebot and Chatbot are now able to interact naturally, understand spoken language, interpret customer intent with accuracy and respond much like a real service agent, around the clock.
Mr. David Koruni?, Chief Executive Officer for Thailand and Cambodia at FWD Life Insurance Plc. ("FWD Insurance" or "FWD"), said: "Winning the Platinum Award for The Best Technology Innovation Contact Center at CC-APAC 2025 affirms our commitment to a 'Digital by Design' vision. We weave technology into every part of our operations so we can deliver service that genuinely meets customer needs. This is why we integrated Generative AI into our Voicebot and Chatbot systems — to make our Contact Center even more responsive. The bots can read context and emotion, hold a natural conversation and provide accurate answers, just like a live representative, 24 hours a day. Today, they achieve almost a 100% first-call resolution rate."
"By letting AI handle initial enquiries such as policy information and basic service steps, our staff are able to focus on more complex support, including policy retention. As a result, customer satisfaction with our agents has risen noticeably, thanks to better-quality conversations. This has reduced policy cancellations by 37% and increased policy retention by 42% year-on-year. It shows that investing in technology that truly understands customers delivers strong value. We are proud to see our innovation recognised at a regional level and will continue developing solutions that offer personalised, meaningful experiences under our customer-led approach."
This award highlights FWD Insurance's success in designing and developing technology that directly addresses customer needs. By combining Generative AI with human expertise seamlessly, the company is enhancing every part of the customer journey and changing the way people feel about insurance.
Customers can access the Voicebot service 24/7 via the Customer Service Centre at 1351, and the Chatbot via LINE Official Account: @FWDThailand. Both channels use two-factor authentication (2FA) to ensure maximum protection of customer data.
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