By Alice Chambers |
Employees Provident Fund (EPF), the fifth largest pension institution in Asia, has used Microsoft 365, Power Platform and Azure OpenAI to build a “future-ready” pension system.
The firm has used AI to handle more enquiries in its contact centres, to summarise meeting notes, streamline workflows and free up staff to focus on high-value tasks. Its mobile app also enables members to top-up their savings through voluntary contributions and check balances, perform withdrawals, and access educational content to boost financial literacy.
At a branch level, digital assistants are helping frontline staff offer more relevant, timely guidance to customers.
“Our real mission is to empower every Malaysian with the tools, insights and confidence to retire with dignity,” said Afhzal Abdul Rahman, chief digital technology officer at EPF. “And we believe AI and cloud can help us get there – faster, and more securely than ever before.”
EPF plans to deepen its adoption of AI and cloud technologies to further personalise member services and scale operational efficiency.