In a significant step towards modernization and operational efficiency, Principal, a global financial company with a 145-year history, has incorporated an innovative artificial intelligence chatbot called Principal AI Generative Experience. This new tool, based on Amazon Web Services (AWS) QnABot technology, is designed to improve access to and management of internal information quickly and accurately.
The implementation of this system arose from the need to optimize access to an extensive database of unstructured data, which includes documents and manuals scattered across platforms such as SharePoint and the company’s intranet. Previously, searching and analyzing this information required significant time and effort, impacting the productivity of the company’s nearly 20,000 employees.
The chatbot leverages advanced question and answer capabilities and integrates artificial intelligence technologies such as Amazon Q Business and Amazon Bedrock. This allows employees to efficiently make large-scale queries, obtaining precise answers based on internal documentation.
During the testing phase, the new system demonstrated outstanding efficiency, reducing the time required to respond to customer inquiries and proposal requests by 50%. This time savings is due to the chatbot’s ability to quickly search and summarize the required information.
The use of this tool has allowed employees to focus on strategic decisions that require human judgment, freeing them from repetitive and manual tasks. With over 95% of inquiries satisfactorily addressed, the system has not only improved productivity but also the quality of information provided to users.
Principal plans an ambitious expansion of this conversational artificial intelligence platform by 2024, aiming to cover more use cases and enable a larger number of employees to benefit from the insights generated through self-service.
The incorporation of this technology represents a significant advancement not only in terms of internal productivity but also in the company’s ability to manage information securely and ethically. This aligns with the company’s strict risk management standards and responsible artificial intelligence practices. With these advancements, Principal is well positioned to continue optimizing its operations and improving both customer and employee experiences in the short and long term.
Source: MiMub in Spanish
