Jakarta, INTI - PT Prudential Life Assurance (Prudential Indonesia), in collaboration with PT Data Labs Analytics (Datalabs.id), is optimizing the use of artificial intelligence (AI) technology to enhance the customer experience.
Through faster and more personalized data processing, Prudential Indonesia can reduce wait times for customer service and interaction, which are a key determinant of long-term customer satisfaction and loyalty.
Madhan Seduraman, VP and Head of AI Strategy & Innovation at Prudential Indonesia, stated that the company is positioning this technology as a bridge to improve customer interactions at every level.
"The company is utilizing AI not only to increase operational efficiency but also to improve the customer experience," he said in Jakarta on Tuesday, July 7.
Madhan explained that one innovation currently being developed is an early detection system for critical illnesses that utilizes various data signals from the company. Moreover, the company launched the ProConcierge chatbot to make it easier for customers to obtain hospital referrals, doctor options, and second opinion medical services.
From operational aspect, Prudential Indonesia operates an intelligent search engine called Polaris. This system is responsible for automatically summarizing piles of medical documents, making the cashless insurance approval process much more instant.
AI Adoption Must be Clear and Calculated
On the same occasion, Mendi Susanto, CEO of PT Data Labs Analytics, explained that corporations that successfully reap economic value from AI are those with clear project ownership, a solid data foundation, and high daily adoption rates.
Mendi warned that many digital initiatives in the market fail because they stagnate in the pilot phase without ever entering the real operational ecosystem.
"If it's just a technology demonstration and not connected to daily workflows, AI will never generate business value," Mendi said.
To ensure optimal customer retention rates, Mendi advised companies to leverage market-tested, ready-to-use AI solutions rather than waste time building a standalone system from scratch. The most crucial initial step is to clearly define the business's fundamental needs before investing in technology, allowing for accurate measurement of customer satisfaction metrics.
Conclusion
Prudential Indonesia is optimizing the use of AI to improve customer experience through faster and more personalized services. AI is used to develop the ProConcierge chatbot that helps find hospitals, doctors, and second opinion services. The company’s intelligent search engine system, Polaris, also summarizes medical documents to accelerate approval for cashless services. Meanwhile, Mendi Susanto, CEO of PT Data Labs Analytics, advised companies to utilize proven AI solutions and first clearly define business needs so that AI implementation can improve customer satisfaction.
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