Bolttech, the Singapore-headquartered international insurtech company, is pioneering the integration of generative artificial intelligence (Gen AI) across its global operations to transform customer service and internal workflows. Serving millions of customers across 37 markets on four continents, bolttech has developed the bolttech GenAI Factory platform, built on Amazon Bedrock and powered by AWS services including Amazon Connect and Amazon Lex, to significantly enhance its omni-channel call centre capabilities.
This generative AI platform is designed not only to support customer interactions but also to enable bolttech’s internal teams to build and deploy AI applications across the entire insurance value chain—from underwriting and claims processing to product development and customer service. The company aims to leverage AI-driven insights to improve prediction, prevention, and recovery in insurance products, ultimately reducing loss ratios and accelerating recovery processes after loss events.
One of the core innovations of bolttech GenAI Factory is its use of agentic AI, a set of systems capable of autonomously interacting with environments, collecting data, and executing tasks to meet predefined goals. This enables the integration of advanced speech-to-speech capabilities into bolttech’s chatbots, currently being piloted in Korean, allowing for seamless and natural multi-language conversations. The platform provides real-time personalised responses to customer policy queries in native languages, managing both simple and complex enquiries almost instantly. By automating routine tasks such as basic claims processing, bolttech frees its human agents to focus on higher-value interactions, improving operational efficiency and reinforcing a commitment to world-class customer satisfaction globally.
Philip Weiner, CEO for Asia at bolttech, emphasised the strategic advantage AWS provides, with its diverse selection of AI models—such as Amazon Nova—allowing rapid innovation to enhance customer experiences. “The ability to select from various AI models supports real-time policy explanations, instant claims processing, and near-human AI interactions,” he explained, highlighting how advances in agentic AI are reshaping the insurance landscape. This collaboration aims to deliver broader choice to partners and customers, ensuring access to cutting-edge protection solutions.
bolttech’s commitment to AWS extends beyond generative AI. The company has migrated its entire support centre infrastructure to AWS, unifying voice, email, and chat platforms into a single streamlined system handling millions of insurance customers worldwide. This move has enabled bolttech to reduce infrastructure costs by 40% while shortening customer servicing times and enhancing service quality. The Amazon Connect cloud contact centre service, supplemented by Amazon Polly and Amazon Lex, facilitates efficient handling of inquiries across multiple countries and allows the rapid launch of new business partners and customer channels in under five days. Additionally, bolttech is exploring Contact Lens for Amazon Connect to monitor customer sentiment and conversation trends in real-time, providing feedback that further refines customer experience.
On the development side, bolttech utilises Amazon Q Developer to speed up software delivery by halving the time spent on updating code documentation, thereby freeing developers to focus on innovation. David Lynch, Group CTO at bolttech, described generative AI as a “rocket ship for the future of insurance,” acknowledging its power to multiply human capability and operational efficiency.
Priscilla Chong, country manager of AWS Singapore, observed that the Southeast Asian insurance sector is embracing cloud and AI technologies to make protection services more accessible, affordable, and intuitive. She praised bolttech as an exemplar of innovation, using generative AI to enhance customer experiences and operational efficiencies while driving global transformation in how insurance services are delivered and consumed.
In summary, bolttech’s integration of AWS’s generative AI and cloud technologies represents a significant shift in insurtech, blending automation, real-time multilingual capabilities, and advanced analytics to deliver faster, more personalised, and cost-effective insurance solutions worldwide. This sophisticated use of AI not only improves customer support and claims processing but also creates a robust platform for ongoing innovation across the insurance ecosystem.
Source: Noah Wire Services
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