The initiative builds on Tokio Marine Group’s commitment to delivering superior customer experiences in an increasingly competitive insurance market. By leveraging AI and data-driven business transformation, the Group aims to create new value and strengthen its position in the industry.
Salesforce, a global leader in customer relationship management systems and customer data platforms, will provide technological expertise to help standardise business processes and improve customer engagement. Tokio Marine already uses Salesforce solutions across its operations, including the TNEXT agency management platform and its contact centre system. These platforms will continue to play a central role in the upcoming redesign of business processes underpinned by AI.
A key feature of the collaboration is the integration of Salesforce’s Agentforce, an autonomous AI agent launched last year. Built on a no-code and low-code development platform, Agentforce allows for rapid implementation, scalability and the ability to draw from multiple large language models. Tokio Marine intends to use this technology to elevate customer experience across the Group.
The partnership will focus on several initiatives, including enhancing customer experience by creating AI-enabled contact centres using Agentforce to provide seamless service from policy enrolment to after-sales support. Customer data platforms will be combined with AI to recommend tailored insurance solutions that reflect individual customer needs and lifestyles.
In addition, Tokio Marine and Salesforce will collaborate on redesigning business processes at customer-facing operations such as branch offices, agencies and contact centres. By embedding AI and advanced data analytics into these areas, the Group aims to strengthen efficiency and deliver a higher level of service.
Another element of the partnership will be talent development. Tokio Marine plans to build a pool of professionals within the Group who are skilled in AI-driven process transformation and systems development, ensuring sustainable innovation and long-term success in its digital transformation strategy.
