[et_pb_section fb_built="1" _builder_version="4.27.4" _module_preset="default" use_background_color_gradient="on" background_color_gradient_stops="rgba(0,28,63,0.65) 0%|rgba(0,28,63,0.71) 100%" background_color_gradient_overlays_image="on" background_image="https://www.cembenchmarking.com/wp-content/uploads/2024/12/insights-cover-med.jpg" height="370px" locked="off" global_colors_info="{}" theme_builder_area="et_body_layout"][et_pb_row _builder_version="4.27.4" _module_preset="default" custom_padding="65px||56px||false|false" global_colors_info="{}" theme_builder_area="et_body_layout"][et_pb_column type="4_4" _builder_version="4.27.4" _module_preset="default" global_colors_info="{}" theme_builder_area="et_body_layout"][et_pb_heading title="@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@" _builder_version="4.27.4" _dynamic_attributes="title" _module_preset="default" title_text_align="center" title_text_color="#ffffff" title_font_size="40px" width="80%" width_tablet="80%" width_phone="80%" width_last_edited="on|phone" module_alignment="center" global_colors_info="{}" theme_builder_area="et_body_layout"][/et_pb_heading][et_pb_text _builder_version="4.27.4" _module_preset="default" text_text_color="#ffffff" text_font_size="21px" locked="off" global_colors_info="{}" theme_builder_area="et_body_layout"]<p style="text-align: center;">Pension Administration Insights</p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built="1" _builder_version="4.27.4" _module_preset="default" custom_margin="0px||-1px||false|false" custom_padding="||2px|||" global_colors_info="{}" theme_builder_area="et_body_layout"][et_pb_row _builder_version="4.27.4" _module_preset="default" width="100%" custom_margin="-40px||0px||false|false" custom_padding="||0px||false|false" global_colors_info="{}" theme_builder_area="et_body_layout"][et_pb_column type="4_4" _builder_version="4.27.4" _module_preset="default" global_colors_info="{}" theme_builder_area="et_body_layout"][et_pb_text _builder_version="4.27.4" _module_preset="default" text_font="||||||||" text_orientation="center" width="80%" width_tablet="80%" width_phone="80%" width_last_edited="on|phone" module_alignment="center" custom_margin="-18px||2px||false|false" global_colors_info="{}" theme_builder_area="et_body_layout"]<p>[publishpress_authors_data field="display_name" seperator=", "]</p>[/et_pb_text][et_pb_text _builder_version="4.27.4" _dynamic_attributes="content" _module_preset="default" text_font="||||||||" text_orientation="center" custom_margin="||||false|false" hover_enabled="0" global_colors_info="{}" theme_builder_area="et_body_layout" sticky_enabled="0"]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9kYXRlIiwic2V0dGluZ3MiOnsiYmVmb3JlIjoiIiwiYWZ0ZXIiOiIiLCJkYXRlX2Zvcm1hdCI6ImN1c3RvbSIsImN1c3RvbV9kYXRlX2Zvcm1hdCI6IkYsIFkifX0=@[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version="4.27.4" _module_preset="default" width="15%" module_alignment="center" custom_padding="15px||0px||false|false" global_colors_info="{}" theme_builder_area="et_body_layout"][et_pb_column type="4_4" _builder_version="4.27.4" _module_preset="default" global_colors_info="{}" theme_builder_area="et_body_layout"][et_pb_code _builder_version="4.27.4" _module_preset="default" global_colors_info="{}" theme_builder_area="et_body_layout"]<script><!-- [et_pb_line_break_holder] -->const copyBtn = document.getElementById('copyURL');<!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] -->copyBtn.addEventListener('click', () => {<!-- [et_pb_line_break_holder] -->  const url = window.location.href;<!-- [et_pb_line_break_holder] -->  navigator.clipboard.writeText(url).then(() => {<!-- [et_pb_line_break_holder] -->    alert('URL copied successfully!');<!-- [et_pb_line_break_holder] -->  }).catch(() => {<!-- [et_pb_line_break_holder] -->    alert('Error copying URL to clipboard');<!-- [et_pb_line_break_holder] -->  });<!-- [et_pb_line_break_holder] -->});<!-- [et_pb_line_break_holder] --></script>[/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" column_structure="3_5,2_5" custom_padding="||0px||false|false" hover_enabled="0" sticky_enabled="0"][et_pb_column _builder_version="4.27.4" _module_preset="default" type="3_5" theme_builder_area="et_body_layout"][et_pb_text _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" hover_enabled="0" sticky_enabled="0" custom_margin="|31px|||false|false"]<p>What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM's user-driven platform, Peer Intelligence Network (PIN), focuses on <a href="https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136" target="_blank" rel="noopener">how industry peers use AI to enhance customer service</a>.</p>
<p><span data-contrast="auto">Leveraging AI in customer service offers considerable opportunities to strengthen member engagement and provide tailored assistance across the retirement lifecycle. Given the rapid development of enabling technologies, pension funds face important decisions in determining the optimal tools for their specific needs.</span><span data-ccp-props="{&quot;335559739&quot;:0}"> </span><span data-contrast="auto"> </span><span data-ccp-props="{&quot;335559739&quot;:0}"> </span></p>
<p><span data-contrast="auto">In this article, we delve into the key insights shared by our members as they navigate the opportunities and challenges of integrating AI. Furthermore, we discuss the practical strategies and best practices for successfully integrating AI to deliver superior customer experiences for pension plan members.</span><span class="EOP SCXW2788709 BCX0" data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}"><span class="EOP SCXW208635895 BCX0" data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}"> </span></span></p>[/et_pb_text][/et_pb_column][et_pb_column _builder_version="4.27.4" _module_preset="default" type="2_5" theme_builder_area="et_body_layout"][et_pb_blurb _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" use_icon="on" hover_enabled="0" sticky_enabled="0" title="Unlock Peer Intelligence with PIN" background_color="#F0F0F0" border_color_all="#F0F0F0" border_width_all="15px"]<p>Access the collective expertise of over 100 global pension plans through CEM Benchmarking's Peer Intelligence Network (PIN).</p>
<p><span data-preserver-spaces="true">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. </span><span data-preserver-spaces="true">It </span><span data-preserver-spaces="true">serves as</span><span data-preserver-spaces="true"> a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics </span><span data-preserver-spaces="true">just</span><span data-preserver-spaces="true"> like AI!</span><span data-preserver-spaces="true"> Access </span><span data-preserver-spaces="true">is included</span><span data-preserver-spaces="true"> with your Investment or Pension Administration Benchmarking Subscription.</span></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" custom_padding="30px||||false|false" hover_enabled="0" sticky_enabled="0"][et_pb_column _builder_version="4.27.4" _module_preset="default" type="4_4" theme_builder_area="et_body_layout"][et_pb_heading title="What our members have shared" _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" hover_enabled="0" sticky_enabled="0" title_level="h2" title_font_size="24px" custom_margin="||10px||false|false"][/et_pb_heading][et_pb_text _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" hover_enabled="0" sticky_enabled="0"]<p><span data-contrast="none">This PIN discussion, prompted by a member asking how peers are using AI for member website inquiries and email replies, highlights the interest, initiatives as well as caution surrounding AI adoption within the pension administration community.</p>
<p></span><span data-ccp-props="{&quot;335559739&quot;:0}"></span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><b><span data-contrast="none">Pilot Programs focused on Internal workstream:</span></b><span data-contrast="none"> Several organizations are actively conducting pilot projects, primarily focusing on internal applications. These include using AI tools for call transcription, sentiment analysis, interaction summaries, drafting initial responses to inquiries, and improving internal knowledge base search capabilities.   </span><span><br /></span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><b><span data-contrast="none">Risk Assessment and Governance:</span></b><span data-contrast="none"> A prevalent theme is the cautious approach towards deploying AI in direct member interactions, primarily due to concerns about accuracy and the potential for misinformation. Consequently, some are prioritizing internal tools that assist staff, analyze data quality, and identify patterns for service improvement. Establishing robust governance frameworks is considered a critical prerequisite.</span><span data-ccp-props="{&quot;335559739&quot;:0}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" aria-setsize="-1" data-aria-posinset="1" data-aria-level="1"><b><span data-contrast="none">Collaborative Learning:</span></b><span data-contrast="none"> There is a strong interest among pension plans to learn from the experiences of peers before committing to significant AI implementations. PIN members shared their experience and learnings from attending workshops and conferences on this topic.  </span><span data-contrast="auto">LPPA recently presented at the CEM Pension Administration Workshop (UK), detailing their experiences with AI for enhancing human risk management, improving contact centre acoustics with noise-cancelling tech, and piloting systems to intelligently read and route unstructured mail. Likewise, this will also be a key topic at the XXXX conference in XXX. </span><span data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:720,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279,&quot;335559991&quot;:360}"> </span></li>
</ul>[/et_pb_text][et_pb_text _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" module_alignment="center" width="45%" hover_enabled="0" sticky_enabled="0" text_orientation="center" custom_margin="||||false|false"]<p><span data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0}">[yop_poll id="1"]</span></p>[/et_pb_text][et_pb_code _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" hover_enabled="0" sticky_enabled="0"][/et_pb_code][et_pb_code _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" hover_enabled="0" sticky_enabled="0"][/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" hover_enabled="0" sticky_enabled="0"][et_pb_column _builder_version="4.27.4" _module_preset="default" type="4_4" theme_builder_area="et_body_layout"][et_pb_heading title="An overview: Where can your pension fund benefit from implementing AI" _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" hover_enabled="0" sticky_enabled="0" title_level="h2" title_font_size="24px" custom_margin="||10px||false|false"][/et_pb_heading][et_pb_text _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" hover_enabled="0" sticky_enabled="0" custom_margin="||50px||false|false"]<p><span data-contrast="auto">AI holds significant potential to enhance the member experience across the entire pension value chain, and the practical applications of AI in elevating customer service are diverse and impactful. We can observe this through the following areas: </span><span data-ccp-props="{&quot;335559739&quot;:0}"> </span></p>
<p>Enhanced Member Engagement:<span data-contrast="auto"> From streamlined onboarding to communications, reporting, and retirement planning, AI-driven tools can enhance member interaction. Tools such as chatbots, robo-advisers, interactive dashboards, automated nudges, and AI-generated account statements can improve member experience.</span><span data-ccp-props="{&quot;335559685&quot;:0,&quot;335559739&quot;:0}"> </span></p>
<p>Personalized Information, Support and more equitable financial literacy:<span data-contrast="auto"> AI chatbots can offer more accessible and equitable services to members by providing information about plan features, guiding contribution setup, and answering frequently asked questions. </span><span data-ccp-props="{&quot;335559685&quot;:0,&quot;335559739&quot;:0}"> </span></p>
<p>Support for Human Agents:<span data-contrast="auto"> AI-driven tools like chatbots and automated call center routing can assist human pension agents by automating screening processes, filling out forms, inputting customer information, and connecting customers to the appropriate department. They can also provide human agents with information about the customer and their requests, enabling more effective and efficient service.</span><span data-ccp-props="{&quot;335559685&quot;:0,&quot;335559739&quot;:0}"> </span></p>
<p>Sentiment Analysis<span data-contrast="auto">: Machine learning (ML) and natural language processing (NLP) can be used for sentiment analysis to gather and analyze member feedback from surveys or chatbot interactions. This allows pension providers to better understand member attitudes toward new products, services, or general topics like ESG investing, annuities, or retirement, enabling more timely and tailor communication.</span><span data-ccp-props="{&quot;335559685&quot;:0,&quot;335559739&quot;:0}"> </span></p>
<p>AI should enhance, not eliminate, human decision-making. Automated member-facing services need thorough and regular testing with appropriate safeguards to ensure accurate responses. Integrating human advisers and agents into the system design ("human-in-the-loop") is crucial. AI can free up human agents to focus on more tailored and personalized interactions, ultimately enhancing provider-member</p>[/et_pb_text][et_pb_text _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" hover_enabled="0" sticky_enabled="0" background_color="#F0F0F0" border_color_all="#F0F0F0" border_width_all="20px"]<p data-ccp-border-bottom="0px none " data-ccp-padding-bottom="0px"><i><span data-contrast="none">If you are a PIN member, you can access the collective expertise of over 100 global pension plans through CEM Benchmarking’s Peer Intelligence Network (PIN) by clicking </span></i><a href="https://pin.cembenchmarking.com/"><i><span data-contrast="none">here</span></i></a><i><span data-contrast="none">. </span></i><span data-ccp-props="{&quot;335557856&quot;:15790320,&quot;335559739&quot;:0,&quot;335572071&quot;:4,&quot;335572072&quot;:4,&quot;335572073&quot;:0,&quot;469789798&quot;:&quot;single&quot;}"> </span></p>
<p data-ccp-border-top="0.6666666666666666px solid #000000" data-ccp-padding-top="5.333333333333333px" data-ccp-border-bottom="0px none " data-ccp-padding-bottom="0px"><i><span data-contrast="none">If you do not have access to PIN yet, contact your CEM representative to learn more about joining the PIN community, or click the button below.</span></i><span data-ccp-props="{&quot;335557856&quot;:15790320,&quot;335559739&quot;:0,&quot;335572071&quot;:4,&quot;335572072&quot;:4,&quot;335572073&quot;:0,&quot;469789798&quot;:&quot;single&quot;}"> </span></p>
<p data-ccp-border-top="0.6666666666666666px solid #000000" data-ccp-padding-top="5.333333333333333px">[/et_pb_text][et_pb_button button_text="Inquire about PIN" _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" hover_enabled="0" sticky_enabled="0" box_shadow_style="none" button_bg_color__hover_enabled="on|hover" button_bg_color__hover="#ed9200" button_bg_enable_color__hover="on"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout"][et_pb_column _builder_version="4.27.4" _module_preset="default" type="4_4" theme_builder_area="et_body_layout"][et_pb_text _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" hover_enabled="0" sticky_enabled="0" text_font_size="15px"]<p>Sources: Hayman, G., CFA Institute, Pensions in the Age of Artificial Intelligence, Dec. 2024, <a href="https://rpc.cfainstitute.org/research/reports/2024/pensions-in-the-age-of-ai">https://rpc.cfainstitute.org/research/reports/2024/pensions-in-the-age-of-ai</a></p>[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built="1" _builder_version="4.27.4" _module_preset="default" custom_margin="0px||0px||false|false" custom_padding="0px||||false|false" global_colors_info="{}" theme_builder_area="et_body_layout"][et_pb_row _builder_version="4.27.4" _module_preset="default" custom_margin="0px||0px||false|false" custom_padding="||0px||false|false" global_colors_info="{}" theme_builder_area="et_body_layout"][et_pb_column type="4_4" _builder_version="4.27.4" _module_preset="default" global_colors_info="{}" theme_builder_area="et_body_layout"][et_pb_heading title="Share this page" _builder_version="4.27.4" _module_preset="default" title_level="h3" title_font="--et_global_heading_font|300|||||||" title_text_align="center" title_font_size="23px" module_alignment="center" custom_margin="||0px||false|false" custom_padding="||0px||false|false" global_colors_info="{}" theme_builder_area="et_body_layout"][/et_pb_heading][et_pb_icon font_icon="&#xf0c1;||fa||900" icon_color="#ffffff" icon_width="26px" icon_color_tablet="#ffffff" icon_color_phone="#ffffff" icon_color_last_edited="on|phone" icon_width_tablet="26px" icon_width_phone="26px" icon_width_last_edited="on|phone" module_id="copyURL" _builder_version="4.27.4" _module_preset="default" background_color="#001E66" custom_padding="6px|6px|6px|6px|true|true" hover_enabled="0" background_last_edited="on|desktop" custom_css_free_form="selector:hover {||  cursor: pointer;||}" border_radii="on|100px|100px|100px|100px" global_colors_info="{}" background__hover_enabled="on|desktop" background_color__hover="#86c1d8" background_enable_color__hover="on" theme_builder_area="et_body_layout" sticky_enabled="0"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]