TAL has extended its strategic partnership with Microsoft through a new five-year agreement focused on advancing cloud infrastructure, artificial intelligence, and workforce capabilities.
The deal TAL’s largest technology investment to date centres on migrating and consolidating data onto Microsoft Azure, while developing AI-powered tools to enhance claims processing, customer service, and internal operations. Microsoft will also support TAL through co-investment in engineering resources and initiatives aimed at strengthening AI skills across the organisation.
TAL has already seen positive results from its existing AI implementations. A chat-based knowledge assistant has processed more than 37,000 claims-related queries, reducing response times by an average of seven minutes and achieving high user satisfaction. The tool has since been expanded into HR and customer service functions.
In addition, a post-call summarisation tool has handled over 120,000 claims calls, automatically transcribing and summarising conversations, enabling claims teams to focus more on customer interactions.
Hinesh Chauhan, Chief Information Officer at TAL, noted that the expanded partnership will help accelerate innovation while maintaining a strong focus on ethical and responsible AI practices. Georgina Croft, Chief Claims Officer, highlighted the importance of using AI to support employees in delivering more empathetic and effective customer experiences.
