Powering service with GenAI

Supporting people, protecting data, and strengthening connections

Harnessing the power of Generative Artificial Intelligence (GenAI), New York Life Group Benefit Solutions (NYL GBS) is taking steps to transform internal processes and enhance our client and customer service. We’re implementing AI-driven tools to enhance underwriting, support service, and streamline claim management and communication while preserving a strong human connection and making data privacy a key priority.

Empowering our teams

A key component of this transformation is leveraging our AI platform to aid claim managers through refining their workflow. The platform identifies claims ready for further assessment, helping our claim managers prioritize and better manage their time. It suggests the best timing for assessments, ensuring claims are attended to promptly, enhancing operational efficiency. This approach allows our claim managers to spend less time on administrative-type work and more time focusing on meaningful interactions with our customers, supporting their journey back to work.

Enhancing professional expertise

In addition, we are using a GenAI to streamline the drafting of disability claim communications. Our AI resource leverages the claim manager’s notes and standard guidelines to generate initial drafts of claim communications. Although GenAI produces these drafts, the expertise of claim managers is essential to review and refine the content before it is sent to claimants. Even as we deepen adoption of this tool, the human-in-the-loop method ensures that GenAI enhances efficiency while preserving the critical nuances of human judgment and oversight.

One of the most profound advantages of using GenAI is the improvement in our client and customer experiences. These new tools enable faster, clearer, and more consistent communication with customers, leading to increased satisfaction and reduced errors. Internally, claim managers benefit from greater job satisfaction as they devote less time to repetitive tasks and more to impactful decision-making in supporting customers in need.

Championing privacy, innovation, and service

We’re diligently focused on data privacy, applying stringent management standards and best practices to safeguard customer information at the highest level of security. Our proactive approach underscores a steadfast dedication to technological innovation and data protection, while ensuring that GenAI-driven advancements align with strict ethical and privacy standards. 

By leveraging GenAI, we are driving efficiency and reaffirming our commitment to outstanding service, empowering our team members to perform at their best, equipping them to deliver exceptional service and achieve remarkable results.