Legal & General Implements AI for Efficient Adviser Customer Queries

Legal & General, one of the UK’s leading financial services companies, is taking a step into the future with the implementation of artificial intelligence (AI) to enhance its customer service capabilities. In June, as part of its growth strategy, L&G announced plans to leverage technology and AI to improve efficiency and customer experience in its protection business.

A major component of this initiative is the rollout of a Gen AI chatbot, which was introduced in May. This chatbot is designed to assist advisers in quickly and efficiently finding answers to customer queries by providing access to a wealth of policy information and documentation in a simplified manner.

Bernie Hickman, CEO, retail at Legal & General, highlighted the importance of this technology in enhancing customer service and streamlining processes. By equipping customer service representatives with the tools to access information easily and quickly, the chatbot enables them to provide more efficient responses to inquiries and deliver a better overall experience for customers and advisers.

The chatbot allows for natural language queries, eliminating the need for extensive training and enabling advisers to become fully productive in a shorter amount of time. By providing direct access to specific sections of policy documents through hyperlinks, the chatbot streamlines the process of finding information and ensures that accurate answers are delivered promptly.

This innovative use of AI not only increases efficiency but also enhances the overall customer service experience. Advisers can now access the information they need in a matter of seconds, leading to faster resolution of queries and improved customer satisfaction. By embracing technology and AI, Legal & General is setting a new standard for customer service in the financial services industry.

As technology continues to advance, it is clear that companies like Legal & General are committed to leveraging these advancements to drive operational efficiency and deliver better outcomes for their customers. The implementation of AI in customer service is just one example of how companies are harnessing the power of technology to transform the way they do business and provide value to their clients.