Case Study: FWD achieves faster customer service and lower operational costs with Google Cloud Platform

FWD Expediting a digital innovation strategy for one of Asia’s fastest growing insurers

FWD, a pan-Asian insurer operating across markets including Singapore and the Philippines, needed a faster, more digital way to improve customer satisfaction, lower operational costs, and support regional expansion. To do this, FWD used Google Cloud Platform’s Dialogflow, part of Contact Center AI, to build an AI chatbot named Enzo for handling customer queries.

Google Cloud Platform helped FWD launch the chatbot in just eight weeks instead of the usual six months. Within two months, Enzo served more than 4,000 users, reached a 4.5/5 customer satisfaction rating, and improved capacity to answer questions by 7%, while maintaining a 97% handle rate after more than 22,000 messages. FWD also used Google Cloud Platform tools for ID verification, boosting operational efficiency by 20% and cutting verification costs by 50%.

FWD

Natalia Kozyura

Head of Innovation Center