Case Study: AIA Singapore scales customer service and self-service with KeyReply

AIA Singapore exceeds 100% of usage goals with KeyReply

AIA Singapore faced the challenge of managing increasing customer service demands across multiple departments with legacy backend systems. They needed to innovate to serve digitally savvy customers and insurance representatives, especially after physical counters shut down during Covid, while also optimizing costs and planning for business growth. They partnered with KeyReply to deploy their virtual assistant platform.

KeyReply implemented their comprehensive and scalable platform to power the virtual assistant, MAIA, which was deployed across digital assets and communication channels. The solution started with three departments and expanded to nearly 20, providing personalized answers and facilitating transactions. The impact was significant, with MAIA exceeding 100% of its usage goals. Additionally, KeyReply trained AIA's team to manage the AI system independently, ensuring future readiness and continuous expansion of capabilities.

AIA Singapore