Singapore-based insurtech firm bolttech is integrating generative AI tools from Amazon Web Services (AWS) to improve customer service, automate workflows, and reduce costs across its global operations.
The company has built a generative AI platform called the “bolttech Gen AI Factory” using Amazon Bedrock.
It enhances bolttech’s existing omnichannel call center, which is already running on Amazon Connect and Amazon Lex, by incorporating agentic AI features.
One new capability is the integration of multilingual speech-to-speech chatbots, currently piloted in Korean.
These bots enable real-time, personalised responses to customer policy questions across both simple and complex inquiries.
By automating routine tasks like basic claims processing, human agents can focus on more complex interactions, improving efficiency and service quality.
Beyond customer support, bolttech’s Gen AI Factory enables internal teams to develop and deploy generative AI applications across the insurance value chain, including underwriting, claims handling, customer service, and product development.
The company aims to reduce loss ratios over time through three core AI-driven functions: prediction, prevention, and recovery.
In terms of prediction, bolttech is using AI to enhance risk assessment and offer personalised insurance products, including real-time adjusted premiums based on driving behaviour for auto insurance.
For prevention, the company is implementing AI-powered early warning systems to detect cyber threats, natural disasters, or other adverse events, enabling policyholders to take preventive action and minimise potential losses.
As part of its recovery efforts, bolttech is deploying AI-powered chatbots and virtual assistants to expedite claims processing and provide instant support to policyholders in the aftermath of an incident.
bolttech is also leveraging Amazon Q Developer to streamline software development.
The tool has reduced documentation time by over 50% and accelerated onboarding by analysing large codebases in minutes.
Compatible with JavaScript and Python, both widely used at bolttech, Amazon Q Developer allows teams to focus more on coding and multitasking without frequent disruptions.
bolttech operates in 37 markets and serves millions of customers across four continents.
Priscilla Chong, Country Manager, AWS Singapore, said,
“bolttech is an example of a company delivering innovation using generative AI to enhance customer experiences, improve operational efficiency, and drive innovation in how insurance services are delivered and consumed globally.
We’re thrilled to support bolttech, and we’re pleased that AWS’s choice-based, model-agnostic approach is delivering AI-powered convenience to discerning customers at the forefront of the AI revolution.”
Philip Weiner, CEO, Asia, bolttech, said,
“At bolttech, we remain steadfast in our vision to connect people with more ways to protect the things they value.
To achieve this at scale, we rely on the right data and AI infrastructure. AWS’s cloud computing and Gen AI services, including Amazon Bedrock, provide the foundation to access diverse model choices, deliver superior price-performance ratios, and robust trust and safety enterprise features that align perfectly with our needs.”
Featured image: Edited by Fintech News Singapore, based on image by digitizesc via Freepik
