Principal Financial Group

Principal Financial Group uses Amazon Transcribe Call Analytics for post-call summarization and insights in contact center

Principal Financial Group · Customer experience analytics · AWS

Principal Financial Group, based in the United States, uses Amazon Transcribe Call Analytics with its Genesys contact center to perform large-scale post-call analytics on tens of thousands of daily calls. The company also plans to extend the solution with Amazon Bedrock for generative AI post-call summarization so business users and agents can spend less time on manual after-contact work and more time focusing on customers.

Principal Financial Group enhances workforce productivity with generative AI using QnABot and Amazon Q Business

Principal Financial Group · Fraud detection · AWS

Principal Financial Group, a global financial company serving about 64 million customers, faced challenges managing vast unstructured internal data for quick responses to inquiries. They needed a compliant, secure AI solution to improve internal information access and workforce productivity. Principal deployed an intelligent self-service role-based chatbot using QnABot on AWS integrated with Microsoft Azure Entra ID, leveraging Amazon Q Business and Amazon Bedrock foundation models for advanced generative AI capabilities including query processing and summarization. The solution provides secure, compliant AI-powered answers from indexed internal documents like SharePoint data. It achieved about a 50% reduction in time responding to client inquiries and RFPs, with over 95% of queries receiving accepted or improved answers, boosting productivity across work roles. The platform is scalable with real-time monitoring dashboards, user feedback loops, and safeguards for responsible AI deployment, maintaining high accuracy and relevancy. Future expansion includes adding many new use cases building on this successful generative AI assistant foundation.

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Generative AI Use Cases in Wealth and Asset Management with AWS Amazon Bedrock

Principal Financial Group · AI platform · AWS

Principal Financial Group and Athene, two financial services companies, pilot generative AI applications to accelerate decision-making and streamline operations in the wealth and asset management sector. Principal Financial uses Anthropic's Claude foundation model on Amazon Bedrock to power a generative AI call center post-call analytics system that generates summaries, insights, and sentiment analysis to help customer service agents improve performance. Athene piloted Amazon Bedrock Agents to automate mining and data mapping of legacy code documentation, reducing an 80-hour manual task to minutes, thus speeding understanding of data and logic. Both companies leverage AWS generative AI services including Amazon Bedrock, Amazon Bedrock Agents, Amazon CodeWhisperer, Amazon Q, and Amazon Transcribe to improve human decision-making, developer productivity, and customer service efficiency.

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Principal Financial Group Enhances Customer Insights with AWS Post Call Analytics Solution and Amazon Bedrock

Principal Financial Group · Customer experience analytics · AWS

Principal Financial Group improved omnichannel customer experience by analyzing millions of contact center interactions across voice, email, and chat using AWS Contact Center Intelligence Post Call Analytics solution with Amazon Bedrock. They implemented an automated workflow with Amazon Transcribe Call Analytics, AWS Step Functions, Amazon S3, and Lambda to transcribe and analyze calls integrated with Genesys Cloud CX. Enhanced transcripts were enriched with contact trace record metadata, enabling advanced analytics and generative AI insights to improve call routing, upsell identification, and customer self-service improvements.