FWD Insurance elevates customer experience with Agent Guru an intelligent sales support feature.

Mr. David Koruni?, Chief Executive Officer of FWD Life Insurance for Thailand and Cambodia, stated: "Guided by a customer-led approach, we are committed to making insurance easier to understand and more accessible to everyone. This is why we have applied generative AI and machine learning technologies to develop the intelligent feature 'Agent Guru' within the FWD CUBE application — a digital sales tool for life insurance agents. This feature enables agents to recommend personalized insurance plans tailored to each customer's specific needs. It includes a comparison function that evaluates similar products in the market and even predicts future needs, ensuring that customers receive advice relevant to every stage of life — whether they are just starting their careers, building a family, or planning for retirement. The information is presented in clear and easy-to-understand infographics, along with client policy status updates, document tracking, benefit notifications, policy renewals, and reminders for important client dates. These tools enable agents to provide continuous service, creating opportunities for meaningful conversations and building long-term relationships with clients."

Another feature that enhances customer confidence in the insurance purchasing process is the real-time agent license verification system. This allows customers to immediately verify that they are speaking with a legally authorized agent, offering peace of mind at every step of the decision-making process.

"The launch of Agent Guru is not just a technological advancement to enhance agent capabilities, but also a step forward in strengthening long-term relationships between customers and the company. It represents another important milestone in FWD Insurance's effort to change the way people feel about insurance," Mr. David concluded.

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