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AI has been in the news because of the influx of “generative” programs like ChatGPT, but AI already has a long history at Prudential.

By Caleb Kinchlow

June 28, 2023

Since the mass introduction of computers in the 1980s, society has been fascinated — and concerned — with the future state of technology. And lately, few phrases have caused people’s interest to spike like the two letters “AI”.

Artificial intelligence conjures feelings and ideas from world-destroying machines in movies like The Terminator and The Matrix to the warm, reassuring voices of Alexa or Google Home sharing the latest weather reports from a kitchen counter.

Although AI has been in the news recently because of the sudden influx of “generative” programs like ChatGPT and Lensa, you may not realize that AI has a long history. In fact, Prudential has been using AI for years. This tool has allowed the company to analyze vast amounts of data quickly and to make better decisions, reduce risk and improve the customer experience. AI-powered systems deploy to automate underwriting, detect fraudulent claims and assess risk more accurately. Chatbots and virtual assistants powered by AI, such as Rockwell, have also helped ensure excellent customer service. As part of Prudential’s Vision to be a global leader in investing, insurance and retirement security, thoughtful use of AI will be instrumental in making insurance and financial services simpler and more affordable for customers. 

Here are a few key ways Prudential uses AI to improve the customer experience:

How will AI help customers in the future?

The answer comes down to one word: growth. AI will be a key contributor to Prudential’s customer experience. This new technology will provide a tremendous opportunity for everyone to find more efficient ways to accomplish tasks and better serve their audience. As with any new tool, it takes some time to get used to — but AI is definitely here to stay. 

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