Artificial Intelligence (AI) model for customer sentiment analysis and identification of improvement areas Qorus Innovation in Insurance Awards 2022

Etiqa is a licensed life and general insurance company in Singapore, providing general insurance solutions for more than 60 years. Etiqa believes in “Humanising Insurance” – placing people over policies, and emphasising on making insurance solutions customer-centric. A key component of our “Humanising Insurance” approach is to actively listen to the voice of our customers, and identify areas for improvement across products and services. Valuable customer feedback is captured in customer communication channels such as WhatsApp and touchpoint surveys. However, it takes considerable amount of time to manually analyse thousands of records to identify customer sentiments and improvement areas. To overcome this, an Artificial Intelligence (AI) model was developed to analyse customer feedback automatically.