Prudential Financial, established in 1875, has evolved with a modern IT stack, leveraging advanced technologies to enhance customer service. With 38,000 employees serving over 50 million customers across 50+ countries, the company’s AI strategy focuses on governance and data management, ensuring compliance in a regulated environment. Bob Bastian, Chief Information and Technology Officer, leads Prudential’s AI initiatives, particularly utilizing Salesforce’s Agentforce for Financial Services.
Prudential’s AI applications include streamlined processes for customer service representatives (CSRs) during group insurance claims, enhancing empathetic interactions by consolidating customer data. The company employs multiple large language models (LLMs) tailored for specific functions, offering a balanced approach to AI utility. Bastian emphasizes the importance of keeping customer experience at the forefront while adhering to regulatory requirements. By integrating AI thoughtfully, Prudential aims to improve efficiency and empathy in client interactions. This strategy positions Prudential as a leader in financial services innovation.
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