Suncorp Group has embarked on a journey of exploration with generative AI and its foundational models, driven by promising results from a recent customer sentiment analysis use case.
Emily Cornock, Executive Manager for Core Data Platforms at Suncorp, revealed that the company is actively preparing to delve into various applications of generative AI, specifically focusing on the large language models (LLMs) that underpin this technology.
Cornock mentioned that the initial outcomes from their experiment have been highly encouraging, especially in the context of conducting sentiment analysis on call transcripts to gauge customer satisfaction. This success has prompted Suncorp to broaden its horizons and identify additional use cases that can benefit from generative AI.
She highlighted the potential for generative AI to enhance various aspects of the organization, such as aiding frontline staff in call centers, streamlining engineering processes, and ultimately delivering better experiences to customers.
Cornock emphasized the importance of aligning these experiments with Suncorp’s overarching goals and strategy. She cautioned against falling into the trap of adopting new technologies solely for the sake of novelty, stressing the significance of practical value and positive business outcomes.
In the realm of data analytics, where new technologies often emerge as “shiny new toys,” Cornock emphasized the need for these experiments to genuinely contribute to the company’s core objectives of “building futures and protecting what matters.”
The organization moves towards a more decentralized model for data consumption
Suncorp has been undergoing a transition over the past four years, migrating from an on-premises data warehouse to a cloud-based infrastructure. This shift has prompted the company to adopt a more federated approach to AI and data capabilities, with a focus on empowering various business units and teams.
As the organization moves towards a more decentralized model for data consumption and analytics, Cornock acknowledged the challenges of providing user-friendly self-service tools that cater to a diverse range of stakeholders, many of whom may not possess advanced technical backgrounds.
Suncorp’s adoption of AI extends beyond sentiment analysis. The company has already implemented AI in areas like customer interaction and pricing strategies. One notable example involves using geospatial data in the insurance process, allowing Suncorp to provide more seamless and personalized customer experiences.
The convergence of AI and geospatial data has also been leveraged for disaster planning and recovery efforts. For instance, Suncorp has harnessed AI and data analytics to predict and respond to natural disasters, enabling timely communication and support for affected customers.
