bolttech, a Singapore-headquartered international insurtech company, is implementing Amazon Web Services (AWS) generative AI solutions across its customer and internal workflows. This initiative aims to enhance operational efficiency, deliver personalised customer experiences, and reduce costs.
Serving millions of customers across 37 markets on four continents, bolttech has developed its generative AI platform, the “bolttech Gen AI Factory”, using Amazon Bedrock. This platform enhances its existing omnichannel call centre system—already operating on Amazon Connect and Amazon Lex—by integrating agentic AI capabilities.
One significant enhancement is the integration of advanced speech-to-speech capabilities into bolttech’s chatbots. This feature enables seamless, natural conversations with customers in multiple languages, with an initial pilot in Korean. The solution provides real-time, personalised responses to insurance policy questions, handling a wide range of simple and complex enquiries with near-instant response times. By automating routine tasks such as basic claims processing, human agents can focus on higher-value interactions, boosting operational efficiency and reinforcing bolttech’s commitment to world-class customer satisfaction across its global operations.
Philip Weiner, CEO, Asia, bolttech, stated: “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. The ability to select from various AI models, such as Amazon Nova, helps support rapid innovation to improve customer experiences in our industry, including how we can offer real-time policy explanations, instant claims processing, and near-human AI interactions by leveraging advances in agentic AI. With this collaboration, we can enhance our ability to deliver more choice to our partners and their customers, ensuring they have access to the most innovative protection solutions available.”
Expanding AI applications across the insurance value chain
Beyond claims resolution and call centre augmentation, the bolttech Gen AI Factory serves as an enterprise-wide innovation engine. It enables internal teams to develop and deploy their own generative AI applications across the entire insurance value chain, from underwriting and claims processing to customer service and product development.
With AWS’s infrastructure, bolttech leverages AI to improve prediction, prevention, and recovery in its customer product offerings.
For prediction, AI is used to enhance risk assessment and provide personalised insurance products, such as real-time adjusted premiums based on driving behaviour for auto insurance. For prevention, bolttech is implementing AI-driven early warning systems to alert users of cyber threats, natural disasters or other adverse events, helping policyholders take preventive measures to minimise potential losses. In terms of recovery, AI-powered chatbots and virtual assistants are being used to speed up claims processing and provide instant support to customers following an incident.
These innovations aim to reduce loss ratios over time and support fast, comprehensive recovery and remediation when unavoidable loss events occur.
Priscilla Chong, Country Manager, AWS Singapore, commented: “The insurance sector in Southeast Asia is using the latest cloud technology and generative AI to make protecting assets easier, more affordable, and more intuitive. 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.”
Streamlining software development with Amazon Q Developer
bolttech is already using AWS solutions to streamline its software development lifecycle and speed up its time to market. With trial use cases of Amazon Q Developer, bolttech reduced the time spent updating code documentation files by over 50%, freeing up valuable development time.
Another key benefit has been the reduction in time needed to understand new codebases. Amazon Q Developer is capable of analysing large file sets within minutes, returning both high-level summaries and detailed technical insights. It has proven effective with bolttech’s primary programming languages, JavaScript and Python, making it useful for backend and frontend developers as well as data scientists. As a result, developers are now able to code more efficiently and multitask without frequent interruptions.
