(2613,1,'2025-04-04 17:32:50','2025-04-04 17:32:50','[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>\n<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>\n<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>\n<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.</span><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<p>&nbsp;</p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</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=\"||30px||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_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\"]<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>\n<p><b><span data-contrast=\"auto\">Enhanced Member Engagement:</span></b><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>\n<p><b><span data-contrast=\"auto\">Personalized Information, Support and more equitable financial literacy:</span></b><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>\n<p><span data-ccp-props=\"{&quot;335559685&quot;:0,&quot;335559739&quot;:0}\"> </span><b><span data-contrast=\"auto\">Support for Human Agents:</span></b><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>\n<p><span data-ccp-props=\"{&quot;335559685&quot;:0,&quot;335559739&quot;:0}\"> </span><b><span data-contrast=\"auto\">Sentiment Analysis</span></b><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>\n<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>\n<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>\n<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_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\"][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]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 17:32:50','2025-04-04 17:32:50','',2558,'https://www.cembenchmarking.com/?p=2613',0,'revision','',0),(2614,1,'2025-04-04 17:33:28','2025-04-04 17:33:28','[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>\n<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>\n<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>\n<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.</span><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<p>&nbsp;</p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</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_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=\"20px||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=\"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>\n<p><b><span data-contrast=\"auto\">Enhanced Member Engagement:</span></b><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>\n<p><b><span data-contrast=\"auto\">Personalized Information, Support and more equitable financial literacy:</span></b><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>\n<p><span data-ccp-props=\"{&quot;335559685&quot;:0,&quot;335559739&quot;:0}\"> </span><b><span data-contrast=\"auto\">Support for Human Agents:</span></b><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>\n<p><span data-ccp-props=\"{&quot;335559685&quot;:0,&quot;335559739&quot;:0}\"> </span><b><span data-contrast=\"auto\">Sentiment Analysis</span></b><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>\n<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>\n<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>\n<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_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\"][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]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 17:33:28','2025-04-04 17:33:28','',2558,'https://www.cembenchmarking.com/?p=2614',0,'revision','',0),(2615,1,'2025-04-04 17:34:33','2025-04-04 17:34:33','[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>\n<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>\n<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>\n<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\"][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=\"20px||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=\"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>\n<p><b><span data-contrast=\"auto\">Enhanced Member Engagement:</span></b><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>\n<p><b><span data-contrast=\"auto\">Personalized Information, Support and more equitable financial literacy:</span></b><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>\n<p><span data-ccp-props=\"{&quot;335559685&quot;:0,&quot;335559739&quot;:0}\"> </span><b><span data-contrast=\"auto\">Support for Human Agents:</span></b><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>\n<p><span data-ccp-props=\"{&quot;335559685&quot;:0,&quot;335559739&quot;:0}\"> </span><b><span data-contrast=\"auto\">Sentiment Analysis</span></b><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>\n<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\" 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_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.</span><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<p>&nbsp;</p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>[/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>\n<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>\n<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_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\"][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]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 17:34:33','2025-04-04 17:34:33','',2558,'https://www.cembenchmarking.com/?p=2615',0,'revision','',0),(2616,1,'2025-04-04 17:36:21','2025-04-04 17:36:21','[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>\n<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>\n<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>\n<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.</span><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<p>&nbsp;</p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</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\"][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=\"20px||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=\"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>\n<p><b><span data-contrast=\"auto\">Enhanced Member Engagement:</span></b><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>\n<p><b><span data-contrast=\"auto\">Personalized Information, Support and more equitable financial literacy:</span></b><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>\n<p><span data-ccp-props=\"{&quot;335559685&quot;:0,&quot;335559739&quot;:0}\"> </span><b><span data-contrast=\"auto\">Support for Human Agents:</span></b><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>\n<p><span data-ccp-props=\"{&quot;335559685&quot;:0,&quot;335559739&quot;:0}\"> </span><b><span data-contrast=\"auto\">Sentiment Analysis</span></b><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>\n<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>\n<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>\n<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]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 17:36:21','2025-04-04 17:36:21','',2558,'https://www.cembenchmarking.com/?p=2616',0,'revision','',0),(2617,1,'2025-04-04 17:37:20','2025-04-04 17:37:20','[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>\n<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>\n<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>\n<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.</span><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<p>&nbsp;</p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</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>\n<p><b><span data-contrast=\"auto\">Enhanced Member Engagement:</span></b><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>\n<p><b><span data-contrast=\"auto\">Personalized Information, Support and more equitable financial literacy:</span></b><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>\n<p><span data-ccp-props=\"{&quot;335559685&quot;:0,&quot;335559739&quot;:0}\"> </span><b><span data-contrast=\"auto\">Support for Human Agents:</span></b><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>\n<p><span data-ccp-props=\"{&quot;335559685&quot;:0,&quot;335559739&quot;:0}\"> </span><b><span data-contrast=\"auto\">Sentiment Analysis</span></b><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>\n<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>\n<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>\n<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]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 17:37:20','2025-04-04 17:37:20','',2558,'https://www.cembenchmarking.com/?p=2617',0,'revision','',0),(2618,1,'2025-04-04 17:40:07','2025-04-04 17:40:07','[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>\n<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>\n<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>\n<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.</span><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<p>&nbsp;</p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</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>\n<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>\n<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>\n<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>\n<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>\n<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>\n<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>\n<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]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 17:40:07','2025-04-04 17:40:07','',2558,'https://www.cembenchmarking.com/?p=2618',0,'revision','',0),(2619,1,'2025-04-04 17:40:53','2025-04-04 17:40:53','[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>\n<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>\n<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>\n<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>\n<p></span><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</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>\n<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>\n<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>\n<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>\n<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>\n<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>\n<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>\n<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]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 17:40:53','2025-04-04 17:40:53','',2558,'https://www.cembenchmarking.com/?p=2619',0,'revision','',0),(2620,1,'2025-04-04 17:41:26','2025-04-04 17:41:26','[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>\n<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>\n<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>\n<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>\n<p></span><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</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>\n<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>\n<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>\n<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>\n<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>\n<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\" module_alignment=\"center\" width=\"80%\"]<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>\n<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>\n<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]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 17:41:26','2025-04-04 17:41:26','',2558,'https://www.cembenchmarking.com/?p=2620',0,'revision','',0),(2621,1,'2025-04-04 17:41:52','2025-04-04 17:41:52','[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>\n<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>\n<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>\n<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>\n<p></span><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</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>\n<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>\n<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>\n<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>\n<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>\n<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\" module_alignment=\"center\" width=\"90%\"]<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>\n<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>\n<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]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 17:41:52','2025-04-04 17:41:52','',2558,'https://www.cembenchmarking.com/?p=2621',0,'revision','',0),(2622,1,'2025-04-04 17:42:34','2025-04-04 17:42:34','[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>\n<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>\n<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>\n<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>\n<p></span><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</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>\n<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>\n<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>\n<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>\n<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>\n<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\" module_alignment=\"center\" width=\"90%\"]<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>\n<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>\n<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=\"14px\"]<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]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 17:42:34','2025-04-04 17:42:34','',2558,'https://www.cembenchmarking.com/?p=2622',0,'revision','',0),(2623,1,'2025-04-04 17:43:57','2025-04-04 17:43:57','[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>\n<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>\n<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>\n<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>\n<p></span><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</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>\n<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>\n<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>\n<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>\n<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>\n<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\" module_alignment=\"center\" width=\"90%\"]<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>\n<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>\n<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=\"14px\"]<p>Sources: PIN, \"Using AI to Help Enhance Customer Service\":  <a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\">https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136</a> <br />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]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 17:43:57','2025-04-04 17:43:57','',2558,'https://www.cembenchmarking.com/?p=2623',0,'revision','',0),(2624,1,'2025-04-04 18:10:09','2025-04-04 18:10:09','[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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]@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 column_structure=\"3_5,2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"3_5\" _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\" custom_margin=\"|31px|||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]<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 <span style=\"text-decoration: underline;\"><span style=\"color: #000000; text-decoration: underline;\"><a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\" target=\"_blank\" rel=\"noopener\" style=\"color: #000000; text-decoration: underline;\">how industry peers use AI to enhance customer service</a>.</span></span></p>\n<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>\n<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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" use_icon=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" border_width_all=\"15px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</p>\n<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\" custom_padding=\"30px||||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=\"What our members have shared\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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>\n<p></span><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_orientation=\"center\" width=\"45%\" module_alignment=\"center\" custom_margin=\"||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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=\"An overview: Where can your pension fund benefit from implementing AI\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||50px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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>\n<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>\n<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>\n<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>\n<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>\n<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\" background_color=\"#F0F0F0\" width=\"90%\" module_alignment=\"center\" border_width_all=\"20px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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>\n<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>\n<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\" box_shadow_style=\"none\" global_colors_info=\"{}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#ed9200\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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_size=\"14px\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Sources: PIN, \"Using AI to Help Enhance Customer Service\":  <a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\">https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136</a> <br />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\" 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\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 18:10:09','2025-04-04 18:10:09','',2558,'https://www.cembenchmarking.com/?p=2624',0,'revision','',0),(2625,1,'2025-04-04 18:11:36','2025-04-04 18:11:36','[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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]@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 column_structure=\"3_5,2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"3_5\" _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\" custom_margin=\"|31px|||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]<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 <span style=\"color: #000000;\"><a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\" target=\"_blank\" rel=\"noopener\" style=\"color: #000000;\">how industry peers use AI to enhance customer service</a>.</span></p>\n<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>\n<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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" use_icon=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" border_width_all=\"15px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</p>\n<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\" custom_padding=\"30px||||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=\"What our members have shared\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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>\n<p></span><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_orientation=\"center\" width=\"45%\" module_alignment=\"center\" custom_margin=\"||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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=\"An overview: Where can your pension fund benefit from implementing AI\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||50px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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>\n<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>\n<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>\n<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>\n<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>\n<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\" background_color=\"#F0F0F0\" width=\"90%\" module_alignment=\"center\" border_width_all=\"20px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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>\n<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>\n<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\" box_shadow_style=\"none\" global_colors_info=\"{}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#ed9200\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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_size=\"14px\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Sources: PIN, \"Using AI to Help Enhance Customer Service\":  <a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\">https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136</a> <br />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\" 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\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 18:11:36','2025-04-04 18:11:36','',2558,'https://www.cembenchmarking.com/?p=2625',0,'revision','',0),(2626,1,'2025-04-04 18:14:00','2025-04-04 18:14:00','[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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]@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 column_structure=\"3_5,2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"3_5\" _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\" custom_margin=\"|31px|||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]<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 <span style=\"color: #000000;\"><a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\" target=\"_blank\" rel=\"noopener\" style=\"color: #000000;\">how industry peers use AI to enhance customer service</a>.</span></p>\n<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>\n<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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" use_icon=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" border_width_all=\"15px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</p>\n<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\" custom_padding=\"30px||||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=\"What our members have shared\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW262338917 BCX0\"><span class=\"NormalTextRun SCXW262338917 BCX0\">Th</span><span class=\"NormalTextRun SCXW262338917 BCX0\">is PIN</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> discussion</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> was </span><span class=\"NormalTextRun SCXW262338917 BCX0\">prompted by a member</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> asking how peers use</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> AI for member website inquiries and email replies</span><span class=\"NormalTextRun SCXW262338917 BCX0\">. The discussion highlights the interest, initiatives, and caution surrounding AI adoption within the pension administration community: </span></span></p>\n<p><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_orientation=\"center\" width=\"45%\" module_alignment=\"center\" custom_margin=\"||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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=\"An overview: Where can your pension fund benefit from implementing AI\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||50px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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>\n<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>\n<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>\n<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>\n<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>\n<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\" background_color=\"#F0F0F0\" width=\"90%\" module_alignment=\"center\" border_width_all=\"20px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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>\n<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>\n<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\" box_shadow_style=\"none\" global_colors_info=\"{}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#ed9200\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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_size=\"14px\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Sources: PIN, \"Using AI to Help Enhance Customer Service\":  <a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\">https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136</a> <br />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\" 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\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 18:14:00','2025-04-04 18:14:00','',2558,'https://www.cembenchmarking.com/?p=2626',0,'revision','',0),(2627,1,'2025-04-04 18:15:08','2025-04-04 18:15:08','[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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]@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 column_structure=\"3_5,2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"3_5\" _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\" custom_margin=\"|31px|||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]<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 <span style=\"color: #000000;\"><a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\" target=\"_blank\" rel=\"noopener\" style=\"color: #000000;\">how industry peers use AI to enhance customer service</a>.</span></p>\n<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>\n<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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" use_icon=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" border_width_all=\"15px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</p>\n<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\" custom_padding=\"30px||||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=\"What our members have shared\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW262338917 BCX0\"><span class=\"NormalTextRun SCXW262338917 BCX0\">Th</span><span class=\"NormalTextRun SCXW262338917 BCX0\">is PIN</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> discussion</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> was </span><span class=\"NormalTextRun SCXW262338917 BCX0\">prompted by a member</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> asking how peers use</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> AI for member website inquiries and email replies</span><span class=\"NormalTextRun SCXW262338917 BCX0\">. The discussion highlights the interest, initiatives, and caution surrounding AI adoption within the pension administration community: </span></span></p>\n<p><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_orientation=\"center\" width=\"45%\" module_alignment=\"center\" custom_margin=\"||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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=\"An overview: Where can your pension fund benefit from implementing AI\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||50px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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>\n<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>\n<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>\n<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>\n<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>\n<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\" background_color=\"#F0F0F0\" width=\"90%\" module_alignment=\"center\" border_width_all=\"20px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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>\n<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>\n<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\" box_shadow_style=\"none\" global_colors_info=\"{}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#ed9200\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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_size=\"14px\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Sources: PIN, \"Using AI to Help Enhance Customer Service\":  <a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\">https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136</a> <br />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\" 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\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 18:15:08','2025-04-04 18:15:08','',2558,'https://www.cembenchmarking.com/?p=2627',0,'revision','',0),(2629,1,'2025-04-04 18:16:47','2025-04-04 18:16:47','[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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]@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 column_structure=\"3_5,2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"3_5\" _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\" custom_margin=\"|31px|||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]<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 <span style=\"color: #000000;\"><a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\" target=\"_blank\" rel=\"noopener\" style=\"color: #000000;\">how industry peers use AI to enhance customer service</a>.</span></p>\n<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>\n<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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" use_icon=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" border_width_all=\"15px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</p>\n<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\" custom_padding=\"30px||||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=\"What our members have shared\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW262338917 BCX0\"><span class=\"NormalTextRun SCXW262338917 BCX0\">Th</span><span class=\"NormalTextRun SCXW262338917 BCX0\">is PIN</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> discussion</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> was </span><span class=\"NormalTextRun SCXW262338917 BCX0\">prompted by a member</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> asking how peers use</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> AI for member website inquiries and email replies</span><span class=\"NormalTextRun SCXW262338917 BCX0\">. The discussion highlights the interest, initiatives, and caution surrounding AI adoption within the pension administration community: </span></span></p>\n<p><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_orientation=\"center\" width=\"45%\" module_alignment=\"center\" custom_margin=\"||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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=\"An overview: Where can your pension fund benefit from implementing AI\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||50px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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>\n<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>\n<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>\n<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>\n<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>\n<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\" background_color=\"#F0F0F0\" width=\"90%\" module_alignment=\"center\" hover_enabled=\"0\" border_width_all=\"20px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]<p data-ccp-border-bottom=\"0px none \" data-ccp-padding-bottom=\"0px\"><i><span data-contrast=\"none\">As a PIN member, you can access the collective expertise of over 100 global pension plans through CEM Benchmarking’s Peer Intelligence Network (PIN) </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>\n<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, you can 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>\n<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\" box_shadow_style=\"none\" global_colors_info=\"{}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#ed9200\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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_size=\"14px\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Sources: PIN, \"Using AI to Help Enhance Customer Service\":  <a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\">https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136</a> <br />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\" 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\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 18:16:47','2025-04-04 18:16:47','',2558,'https://www.cembenchmarking.com/?p=2629',0,'revision','',0),(2630,1,'2025-04-04 18:17:50','2025-04-04 18:17:50','[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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]@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 column_structure=\"3_5,2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"3_5\" _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\" custom_margin=\"|31px|||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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 <span style=\"color: #000000;\"><a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\" target=\"_blank\" rel=\"noopener\" style=\"color: #000000;\">how industry peers use AI to enhance customer service</a>.</span></p>\n<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>\n<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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" use_icon=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" border_width_all=\"15px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</p>\n<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\" custom_padding=\"30px||||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=\"What our members have shared\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW262338917 BCX0\"><span class=\"NormalTextRun SCXW262338917 BCX0\">Th</span><span class=\"NormalTextRun SCXW262338917 BCX0\">is PIN</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> discussion</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> was </span><span class=\"NormalTextRun SCXW262338917 BCX0\">prompted by a member</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> asking how peers use</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> AI for member website inquiries and email replies</span><span class=\"NormalTextRun SCXW262338917 BCX0\">. The discussion highlights the interest, initiatives, and caution surrounding AI adoption within the pension administration community: </span></span></p>\n<p><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_orientation=\"center\" width=\"45%\" module_alignment=\"center\" custom_margin=\"||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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=\"An overview: Where can your pension fund benefit from implementing AI\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||50px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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>\n<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>\n<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>\n<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>\n<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>\n<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\" background_color=\"#F0F0F0\" width=\"90%\" module_alignment=\"center\" border_width_all=\"20px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p data-ccp-border-bottom=\"0px none \" data-ccp-padding-bottom=\"0px\"><i><span data-contrast=\"none\">As a PIN member, you can access the collective expertise of over 100 global pension plans through CEM Benchmarking’s Peer Intelligence Network (PIN) </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>\n<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, you can 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>\n<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\" box_shadow_style=\"none\" global_colors_info=\"{}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#ed9200\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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_size=\"14px\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]<p>Sources: <br />PIN, \"Using AI to Help Enhance Customer Service\":  <a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\">https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136</a><br />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\" 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\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 18:17:50','2025-04-04 18:17:50','',2558,'https://www.cembenchmarking.com/?p=2630',0,'revision','',0),(2631,1,'2025-04-04 18:21:59','2025-04-04 18:21:59','[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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]@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 column_structure=\"3_5,2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"3_5\" _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\" custom_margin=\"|31px|||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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 <span style=\"color: #000000;\"><a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\" target=\"_blank\" rel=\"noopener\" style=\"color: #000000;\">how industry peers use AI to enhance customer service</a>.</span></p>\n<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>\n<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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" use_icon=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" border_width_all=\"15px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</p>\n<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\" custom_padding=\"30px||||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=\"What our members have shared\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW262338917 BCX0\"><span class=\"NormalTextRun SCXW262338917 BCX0\">Th</span><span class=\"NormalTextRun SCXW262338917 BCX0\">is PIN</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> discussion</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> was </span><span class=\"NormalTextRun SCXW262338917 BCX0\">prompted by a member</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> asking how peers use</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> AI for member website inquiries and email replies</span><span class=\"NormalTextRun SCXW262338917 BCX0\">. The discussion highlights the interest, initiatives, and caution surrounding AI adoption within the pension administration community: </span></span></p>\n<p><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_orientation=\"center\" width=\"45%\" module_alignment=\"center\" custom_margin=\"||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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=\"Overview: Where can your pension fund benefit from implementing AI\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" custom_padding=\"0px|||||\" sticky_enabled=\"0\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||50px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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>\n<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>\n<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>\n<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>\n<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>\n<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\" background_color=\"#F0F0F0\" width=\"90%\" module_alignment=\"center\" border_width_all=\"20px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p data-ccp-border-bottom=\"0px none \" data-ccp-padding-bottom=\"0px\"><i><span data-contrast=\"none\">As a PIN member, you can access the collective expertise of over 100 global pension plans through CEM Benchmarking’s Peer Intelligence Network (PIN) </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>\n<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, you can 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>\n<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\" box_shadow_style=\"none\" global_colors_info=\"{}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#ed9200\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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_size=\"14px\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]<p>Sources: <br />PIN, \"Using AI to Help Enhance Customer Service\":  <a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\">https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136</a><br />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\" 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\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 18:21:59','2025-04-04 18:21:59','',2558,'https://www.cembenchmarking.com/?p=2631',0,'revision','',0),(2632,1,'2025-04-04 18:39:01','2025-04-04 18:39:01','[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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]@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 column_structure=\"3_5,2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"3_5\" _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\" custom_margin=\"|31px|||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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 <span style=\"color: #000000;\"><a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\" target=\"_blank\" rel=\"noopener\" style=\"color: #000000;\">how industry peers use AI to enhance customer service</a>.</span></p>\n<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>\n<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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" use_icon=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" border_width_all=\"15px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</p>\n<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\" custom_padding=\"30px||||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=\"What our members have shared\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW262338917 BCX0\"><span class=\"NormalTextRun SCXW262338917 BCX0\">Th</span><span class=\"NormalTextRun SCXW262338917 BCX0\">is PIN</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> discussion</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> was </span><span class=\"NormalTextRun SCXW262338917 BCX0\">prompted by a member</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> asking how peers use</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> AI for member website inquiries and email replies</span><span class=\"NormalTextRun SCXW262338917 BCX0\">. The discussion highlights the interest, initiatives, and caution surrounding AI adoption within the pension administration community: </span></span></p>\n<p><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_orientation=\"center\" width=\"45%\" module_alignment=\"center\" custom_margin=\"||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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=\"Overview: Where can your pension fund benefit from implementing AI\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" custom_padding=\"0px|||||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||50px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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>\n<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>\n<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>\n<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>\n<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>\n<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\" background_color=\"#F0F0F0\" width=\"90%\" module_alignment=\"center\" border_width_all=\"20px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p data-ccp-border-bottom=\"0px none \" data-ccp-padding-bottom=\"0px\"><i><span data-contrast=\"none\">As a PIN member, you can access the collective expertise of over 100 global pension plans through CEM Benchmarking’s Peer Intelligence Network (PIN) </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>\n<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, you can 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>\n<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\" box_shadow_style=\"none\" global_colors_info=\"{}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#ed9200\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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_size=\"14px\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]<p style=\"text-align: center;\">Sources:<br />PIN, \"Using AI to Help Enhance Customer Service\":  <a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\">https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136</a><br />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\" 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\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 18:39:01','2025-04-04 18:39:01','',2558,'https://www.cembenchmarking.com/?p=2632',0,'revision','',0),(2633,1,'2025-04-04 18:46:44','2025-04-04 18:46:44','[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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]@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 column_structure=\"3_5,2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_column type=\"3_5\" _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\" custom_margin=\"|31px|||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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 <span style=\"color: #000000;\"><a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\" target=\"_blank\" rel=\"noopener\" style=\"color: #000000;\">how industry peers use AI to enhance customer service</a>.</span></p>\n<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>\n<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 type=\"2_5\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][et_pb_blurb title=\"Unlock Peer Intelligence with PIN\" use_icon=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" border_width_all=\"15px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p>Access the collective expertise of over 100 global pension plans through CEM Benchmarking\'s Peer Intelligence Network (PIN).</p>\n<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\" custom_padding=\"30px||||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=\"What our members have shared\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p><span data-contrast=\"none\" xml:lang=\"EN-GB\" lang=\"EN-GB\" class=\"TextRun SCXW262338917 BCX0\"><span class=\"NormalTextRun SCXW262338917 BCX0\">Th</span><span class=\"NormalTextRun SCXW262338917 BCX0\">is PIN</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> discussion</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> was </span><span class=\"NormalTextRun SCXW262338917 BCX0\">prompted by a member</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> asking how peers use</span><span class=\"NormalTextRun SCXW262338917 BCX0\"> AI for member website inquiries and email replies</span><span class=\"NormalTextRun SCXW262338917 BCX0\">. The discussion highlights the interest, initiatives, and caution surrounding AI adoption within the pension administration community: </span></span></p>\n<p><span data-ccp-props=\"{&quot;335559739&quot;:0}\"></span></p>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>\n<ul>\n<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>\n</ul>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_orientation=\"center\" width=\"45%\" module_alignment=\"center\" custom_margin=\"||||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][et_pb_code _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_code][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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=\"Overview: Where can your pension fund benefit from implementing AI\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font_size=\"24px\" custom_margin=\"||10px||false|false\" custom_padding=\"0px|||||\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"||50px||false|false\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<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>\n<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>\n<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>\n<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>\n<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>\n<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\" background_color=\"#F0F0F0\" width=\"90%\" module_alignment=\"center\" border_width_all=\"20px\" border_color_all=\"#F0F0F0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\"]<p data-ccp-border-bottom=\"0px none \" data-ccp-padding-bottom=\"0px\"><i><span data-contrast=\"none\">As a PIN member, you can access the collective expertise of over 100 global pension plans through CEM Benchmarking’s Peer Intelligence Network (PIN) </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>\n<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, you can 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>\n<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\" box_shadow_style=\"none\" global_colors_info=\"{}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#ed9200\" button_bg_enable_color__hover=\"on\" theme_builder_area=\"et_body_layout\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" 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_size=\"14px\" hover_enabled=\"0\" global_colors_info=\"{}\" theme_builder_area=\"et_body_layout\" sticky_enabled=\"0\"]<p style=\"text-align: left;\">Sources:<br />PIN, \"Using AI to Help Enhance Customer Service\":  <a href=\"https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136\">https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136</a><br />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\" 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\"][/et_pb_icon][/et_pb_column][/et_pb_row][/et_pb_section]','Research Posts','','inherit','closed','closed','','2558-revision-v1','','','2025-04-04 18:46:44','2025-04-04 18:46:44','',2558,'https://www.cembenchmarking.com/?p=2633',0,'revision','',0),(2635,1,'2025-04-09 17:29:14','2025-04-09 17:29:14','<!-- wp:divi/placeholder -->\n[et_pb_section][et_pb_row][et_pb_column type=\"4_4\"][et_pb_text]<!-- divi:paragraph -->\n<p>What our members have shared: &nbsp;<br>&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:list -->\n<ul class=\"wp-block-list\"><!-- divi:list-item -->\n<li><strong>Pilot Programs and Internal Focus:</strong> 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.    </li>\n<!-- /divi:list-item --></ul>\n<!-- /divi:list -->\n\n<!-- divi:list -->\n<ul class=\"wp-block-list\"><!-- divi:list-item -->\n<li><strong>Risk Assessment and Governance:</strong> 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, many 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.&nbsp;</li>\n<!-- /divi:list-item --></ul>\n<!-- /divi:list -->\n\n<!-- divi:list -->\n<ul class=\"wp-block-list\"><!-- divi:list-item -->\n<li><strong>Collaborative Learning:</strong> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption. &nbsp; &nbsp;<br>&nbsp;</li>\n<!-- /divi:list-item --></ul>\n<!-- /divi:list -->\n\n<!-- divi:paragraph -->\n<p>The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.&nbsp;<br>&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p><strong><em>POLL: AI Adoption Stage</em></strong>&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>What stage best describes your organization\'s implementation of AI for customer service?&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Initial exploration and internal discussion&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Piloting internal AI applications&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Piloting member-facing AI solutions&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Implemented specific AI tools&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ No current plans for AI exploration&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>Your input contributes to our collective understanding as we navigate the future of member service technology.&nbsp;</p>\n<!-- /divi:paragraph -->[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section]\n<!-- /wp:divi/placeholder -->','Leveraging AI for Enhanced Customer Service: Insights from the Pension Industry','','trash','closed','closed','','__trashed','','','2025-04-09 17:29:14','2025-04-09 17:29:14','',0,'https://www.cembenchmarking.com/?p=2635',0,'post','',0),(2636,1,'2025-04-09 17:29:14','2025-04-09 17:29:14','<!-- wp:divi/placeholder -->\n[et_pb_section][et_pb_row][et_pb_column type=\"4_4\"][et_pb_text]<!-- divi:paragraph -->\n<p>What our members have shared: &nbsp;<br>&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:list -->\n<ul class=\"wp-block-list\"><!-- divi:list-item -->\n<li><strong>Pilot Programs and Internal Focus:</strong> 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.    </li>\n<!-- /divi:list-item --></ul>\n<!-- /divi:list -->\n\n<!-- divi:list -->\n<ul class=\"wp-block-list\"><!-- divi:list-item -->\n<li><strong>Risk Assessment and Governance:</strong> 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, many 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.&nbsp;</li>\n<!-- /divi:list-item --></ul>\n<!-- /divi:list -->\n\n<!-- divi:list -->\n<ul class=\"wp-block-list\"><!-- divi:list-item -->\n<li><strong>Collaborative Learning:</strong> We can see that here is strong interest among plans to learn from the experiences of peers before committing to significant AI implementations. Encouragingly, collaborative initiatives, such as dedicated discussion groups, are emerging to facilitate shared learning and best practices regarding AI adoption. &nbsp; &nbsp;<br>&nbsp;</li>\n<!-- /divi:list-item --></ul>\n<!-- /divi:list -->\n\n<!-- divi:paragraph -->\n<p>The integration of AI into member service is progressing thoughtfully, characterized by strategic pilots, careful risk management, and a commendable spirit of collaboration among PIN members.&nbsp;<br>&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p><strong><em>POLL: AI Adoption Stage</em></strong>&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>What stage best describes your organization\'s implementation of AI for customer service?&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Initial exploration and internal discussion&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Piloting internal AI applications&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Piloting member-facing AI solutions&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ Implemented specific AI tools&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>☐ No current plans for AI exploration&nbsp;</p>\n<!-- /divi:paragraph -->\n\n<!-- divi:paragraph -->\n<p>Your input contributes to our collective understanding as we navigate the future of member service technology.&nbsp;</p>\n<!-- /divi:paragraph -->[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section]\n<!-- /wp:divi/placeholder -->','Leveraging AI for Enhanced Customer Service: Insights from the Pension Industry','','inherit','closed','closed','','2635-revision-v1','','','2025-04-09 17:29:14','2025-04-09 17:29:14','',2635,'https://www.cembenchmarking.com/?p=2636',0,'revision','',0),(2637,1,'2025-04-09 21:18:17','2025-04-09 21:18:17','[et_pb_section fb_built=\"1\" custom_padding_last_edited=\"on|phone\" admin_label=\"Header\" _builder_version=\"4.27.4\" _module_preset=\"d7438e4b-3063-4f7e-ba3d-f8e925610f84\" background_enable_color=\"off\" background_color_gradient_stops=\"rgba(11,36,73,0.8) 29vmin|rgba(9,47,76,0.69) 99vmin\" background_color_gradient_unit=\"vmin\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/section2.jpg\" background_position=\"top_center\" background_vertical_offset=\"25%\" min_height_tablet=\"\" min_height_phone=\"\" min_height_last_edited=\"on|phone\" height=\"580px\" height_tablet=\"580px\" height_phone=\"686px\" height_last_edited=\"on|desktop\" max_height=\"710px\" custom_margin_tablet=\"\" custom_margin_phone=\"-20px||-170px||false|false\" custom_margin_last_edited=\"on|phone\" custom_padding=\"10vw||0px||false|false\" custom_padding_tablet=\"20vw||0px||false|false\" custom_padding_phone=\"20vw||0px||false|false\" locked=\"off\" global_colors_info=\"{}\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"0d4a2a1c-41c0-4e30-a126-b1457540a912\" custom_margin=\"-116px||-116px||true|false\" custom_margin_tablet=\"-100px||||false|false\" custom_margin_phone=\"-35px||||false|false\" custom_margin_last_edited=\"on|desktop\" hover_enabled=\"0\" global_colors_info=\"{}\" min_height_last_edited=\"on|desktop\" sticky_enabled=\"0\"][et_pb_column type=\"4_4\" _builder_version=\"4.25.2\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_heading title=\"Helping funds manage costs and optimize performance\" _builder_version=\"4.27.4\" _module_preset=\"42e81ed7-b804-43ac-a3f4-f8dca9c95eb7\" title_font=\"--et_global_heading_font|--et_global_heading_font_weight|||||||\" title_text_align=\"center\" title_text_color=\"#FFFFFF\" title_font_size=\"52px\" width=\"49%\" width_tablet=\"49%\" width_phone=\"92%\" width_last_edited=\"on|phone\" max_width=\"1080px\" module_alignment=\"center\" custom_margin=\"|0px|||false|false\" custom_padding=\"|0px||0px|false|false\" title_font_size_phone=\"32px\" global_colors_info=\"{}\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"20px\" text_line_height=\"1.4em\" text_orientation=\"center\" width=\"57%\" width_tablet=\"57%\" width_phone=\"92%\" width_last_edited=\"on|desktop\" module_alignment=\"center\" custom_margin=\"||66px||false|false\" text_font_size_tablet=\"16px\" text_font_size_phone=\"17px\" text_font_size_last_edited=\"on|tablet\" text_line_height_tablet=\"1.4em\" text_line_height_phone=\"1.4em\" text_line_height_last_edited=\"on|desktop\" text_text_shadow_style=\"preset3\" global_colors_info=\"{}\"]<p>CEM works with over 400 fund sponsors worldwide. We provide our clients with objective, actionable benchmarking insight into how to maximize value for money in investments and pension administration.</p>[/et_pb_text][et_pb_button button_url=\"#Services\" button_text=\"Our Services\" _builder_version=\"4.27.4\" _module_preset=\"default\" box_shadow_style=\"none\" global_colors_info=\"{}\" button_text_size__hover_enabled=\"on|hover\" button_bg_color__hover=\"#ed9200\" button_bg_color__hover_enabled=\"on|hover\" button_border_radius__hover_enabled=\"on|hover\" button_border_radius__hover=\"3px\"][/et_pb_button][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_row column_structure=\"1_4,1_4,1_4,1_4\" custom_padding_last_edited=\"on|desktop\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"-25px||||false|false\" custom_padding_tablet=\"\" custom_padding_phone=\"0px||||false|false\" global_colors_info=\"{}\"][et_pb_column type=\"1_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_number_counter title=\"Countries\" number=\"25\" percent_sign=\"off\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_font=\"|--et_global_body_font_weight|||||||\" number_font=\"|300|||||||\" global_colors_info=\"{}\"][/et_pb_number_counter][/et_pb_column][et_pb_column type=\"1_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_number_counter title=\"Trillion Participating Assets\" number=\"15\" percent_sign=\"off\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_font=\"|--et_global_body_font_weight|||||||\" number_font=\"|300|||||||\" global_colors_info=\"{}\"][/et_pb_number_counter][/et_pb_column][et_pb_column type=\"1_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_number_counter title=\"Million Members\" number=\"80\" percent_sign=\"off\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_font=\"|--et_global_body_font_weight|||||||\" number_font=\"|300|||||||\" global_colors_info=\"{}\"][/et_pb_number_counter][/et_pb_column][et_pb_column type=\"1_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_number_counter title=\"Years of History\" number=\"33\" percent_sign=\"off\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_font=\"|--et_global_body_font_weight|||||||\" number_font=\"|300|||||||\" global_colors_info=\"{}\"][/et_pb_number_counter][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width_tablet=\"\" width_phone=\"102%\" width_last_edited=\"on|phone\" custom_margin_tablet=\"\" custom_margin_phone=\"-20px|0px|-20px|0px|false|false\" custom_margin_last_edited=\"on|phone\" custom_padding=\"|0px||0px|false|false\" module_alignment_tablet=\"\" module_alignment_phone=\"center\" module_alignment_last_edited=\"on|phone\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_image src=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/worldmap.png\" alt=\"At CEM, we work with funds all over the world\" title_text=\"CEM client overview\" align=\"center\" align_tablet=\"center\" align_phone=\"center\" align_last_edited=\"on|phone\" _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"88%\" width_tablet=\"88%\" width_phone=\"100%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin_tablet=\"\" custom_margin_phone=\"|0px||0px|false|false\" custom_margin_last_edited=\"on|phone\" custom_padding=\"0px|0px|0px|0px|false|false\" module_alignment_tablet=\"center\" module_alignment_phone=\"center\" module_alignment_last_edited=\"on|phone\" global_colors_info=\"{}\"][/et_pb_image][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" custom_padding_last_edited=\"on|phone\" admin_label=\"Feature\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" custom_margin_tablet=\"-15px||||false|false\" custom_margin_phone=\"-30px||||false|false\" custom_margin_last_edited=\"on|tablet\" custom_padding=\"17px||||false|false\" custom_padding_tablet=\"17px||||false|false\" custom_padding_phone=\"35px||||false|false\" locked=\"off\" global_colors_info=\"{}\"][et_pb_row column_structure=\"1_3,1_3,1_3\" make_equal=\"on\" module_id=\"Services\" _builder_version=\"4.27.4\" _module_preset=\"default\" max_width=\"1800px\" locked=\"off\" global_colors_info=\"{}\" button_text_color__hover=\"rgba(237,174,73,0.53)\" button_text_color__hover_enabled=\"on|hover\" button_icon_color__hover=\"#bababa\" button_icon_color__hover_enabled=\"on|desktop\" button_text_size_phone=\"17px\" button_text_size_last_edited=\"on|phone\"][et_pb_column type=\"1_3\" _builder_version=\"4.22.0\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_heading title=\"Our Services\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font=\"|--et_global_body_font_weight|||||||\" title_font_size=\"48px\" custom_margin_tablet=\"\" custom_margin_phone=\"-30px||25px||false|false\" custom_margin_last_edited=\"on|phone\" custom_padding=\"||0px||false|false\" title_font_size_tablet=\"48px\" title_font_size_phone=\"32px\" title_font_size_last_edited=\"on|desktop\" global_colors_info=\"{}\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#0c0c0c\" custom_margin_tablet=\"\" custom_margin_phone=\"||5px||false|false\" custom_margin_last_edited=\"on|phone\" global_colors_info=\"{}\"]<p>As a leading data and insights firm we provide a range of services to help funds develop effective investment and pension administration strategies. Get more details about our unique offerings by clicking the \'Learn more\' buttons.</p>[/et_pb_text][/et_pb_column][et_pb_column type=\"1_3\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"rgba(0,39,102,0.9)\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"#002766 0%|rgba(0,39,102,0.13) 67%\" custom_padding=\"30px|30px|30px|30px|true|true\" border_radii=\"on|15px|15px|15px|15px\" border_color_all=\"rgba(0,0,0,0.12)\" global_colors_info=\"{}\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"ee17f347-3088-4433-8b1d-a500323229d4\" header_text_color=\"#F0F0F0\" header_3_text_color=\"#F0F0F0\" header_4_font=\"|600|||||||\" header_4_text_color=\"#F0F0F0\" header_4_font_size=\"21px\" header_5_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||5px||false|false\" custom_margin_last_edited=\"on|phone\" header_4_font_size_tablet=\"21px\" header_4_font_size_phone=\"19px\" header_4_font_size_last_edited=\"on|desktop\" global_colors_info=\"{}\"]<h4><a href=\"/investment-benchmarking\">Investment Benchmarking</a></h4>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"2892f928-2db5-4612-8ab9-3f06f5d06872\" text_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||-5px||false|false\" custom_margin_last_edited=\"on|phone\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\"]<ul class=\"service-list\">\n<li>Defined Benefit Funds</li>\n<li>Sovereign Wealth Funds</li>\n<li>Other long-term asset<br />owners</li>\n</ul>[/et_pb_text][et_pb_button button_url=\"/investment-benchmarking\" button_text=\"Learn more\" button_alignment=\"left\" _builder_version=\"4.27.4\" _module_preset=\"default\" button_text_color=\"gcid-heading-color\" button_bg_color=\"#ffffff\" button_border_radius=\"3px\" button_font=\"--et_global_body_font||||||||\" background_layout=\"light\" custom_margin=\"||||false|false\" custom_padding=\"2px|15px|2px|15px|true|true\" button_text_size_phone=\"17px\" button_text_size_last_edited=\"off|desktop\" box_shadow_style=\"none\" locked=\"off\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_text_color%22%93}\" button_bg_color__hover_enabled=\"on|desktop\" button_bg_color__hover=\"#EDAE49\" button_bg_enable_color__hover=\"on\" button_text_size__hover_enabled=\"on|hover\"][/et_pb_button][/et_pb_column][et_pb_column type=\"1_3\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"rgba(0,39,102,0.9)\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"#002766 0%|rgba(0,39,102,0.13) 67%\" custom_padding=\"30px|30px|30px|30px|true|true\" border_radii=\"on|15px|15px|15px|15px\" border_color_all=\"rgba(0,0,0,0.12)\" global_colors_info=\"{}\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"ee17f347-3088-4433-8b1d-a500323229d4\" header_text_color=\"#F0F0F0\" header_3_text_color=\"#F0F0F0\" header_4_font=\"|600|||||||\" header_4_text_color=\"#F0F0F0\" header_4_font_size=\"21px\" header_5_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||5px||false|false\" custom_margin_last_edited=\"on|phone\" header_4_font_size_tablet=\"21px\" header_4_font_size_phone=\"19px\" header_4_font_size_last_edited=\"on|desktop\" locked=\"off\" global_colors_info=\"{}\"]<h4><a href=\"/pension-administration\">Pension Administration Benchmarking</a></h4>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"2892f928-2db5-4612-8ab9-3f06f5d06872\" text_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||-5px||false|false\" custom_margin_last_edited=\"on|phone\" locked=\"off\" global_colors_info=\"{}\"]<p><span>Administrators of Defined Benefit<br /></span><span>and Defined Contribution Funds</span><span></span></p>\n<p>&nbsp;</p>[/et_pb_text][et_pb_button button_url=\"/pension-administration-benchmarking\" button_text=\"Learn more\" button_alignment=\"left\" _builder_version=\"4.27.4\" _module_preset=\"default\" button_text_color=\"gcid-heading-color\" button_bg_color=\"#ffffff\" button_border_radius=\"3px\" button_font=\"--et_global_body_font||||||||\" background_layout=\"light\" custom_margin=\"56px||||false|false\" custom_margin_tablet=\"0px||||false|false\" custom_margin_phone=\"0px||||false|false\" custom_margin_last_edited=\"on|desktop\" custom_padding=\"2px|15px|2px|15px|true|true\" button_text_size_phone=\"17px\" button_text_size_last_edited=\"off|desktop\" box_shadow_style=\"none\" locked=\"off\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_text_color%22%93}\" button_bg_color__hover_enabled=\"on|desktop\" button_bg_color__hover=\"#EDAE49\" button_bg_enable_color__hover=\"on\" button_text_size__hover_enabled=\"on|hover\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row column_structure=\"1_3,1_3,1_3\" make_equal=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" max_width=\"1800px\" custom_margin_tablet=\"\" custom_margin_phone=\"\" custom_margin_last_edited=\"on|phone\" custom_padding=\"0px||5px||false|false\" locked=\"off\" global_colors_info=\"{}\"][et_pb_column type=\"1_3\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"rgba(0,39,102,0.9)\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"#002766 0%|rgba(0,39,102,0.13) 67%\" custom_padding=\"30px|30px|30px|30px|true|true\" border_radii=\"on|15px|15px|15px|15px\" border_color_all=\"rgba(0,0,0,0.12)\" global_colors_info=\"{}\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"ee17f347-3088-4433-8b1d-a500323229d4\" header_text_color=\"#F0F0F0\" header_3_text_color=\"#F0F0F0\" header_4_font=\"|600|||||||\" header_4_text_color=\"#F0F0F0\" header_4_font_size=\"21px\" header_5_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||5px||false|false\" custom_margin_last_edited=\"on|phone\" header_4_font_size_tablet=\"21px\" header_4_font_size_phone=\"19px\" header_4_font_size_last_edited=\"on|desktop\" locked=\"off\" global_colors_info=\"{}\"]<h4><a href=\"/defined-contribution\">Defined Contribution Benchmarking</a></h4>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"2892f928-2db5-4612-8ab9-3f06f5d06872\" text_text_color=\"#F0F0F0\" locked=\"off\" global_colors_info=\"{}\"]<p><span>U.S. Corporate and Public Defined Contribution Plans, 401(k), 403(b), 457, and other</span></p>[/et_pb_text][et_pb_button button_url=\"/defined-contribution-benchmarking\" button_text=\"Learn more\" button_alignment=\"left\" _builder_version=\"4.27.4\" _module_preset=\"default\" button_text_color=\"gcid-heading-color\" button_bg_color=\"#ffffff\" button_border_radius=\"3px\" button_font=\"--et_global_body_font||||||||\" background_layout=\"light\" custom_margin=\"92px||||false|false\" custom_margin_tablet=\"0px||||false|false\" custom_margin_phone=\"0px||||false|false\" custom_margin_last_edited=\"on|desktop\" custom_padding=\"2px|15px|2px|15px|true|true\" button_text_size_phone=\"17px\" button_text_size_last_edited=\"off|desktop\" box_shadow_style=\"none\" locked=\"off\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_text_color%22%93}\" button_bg_color__hover_enabled=\"on|desktop\" button_bg_color__hover=\"#EDAE49\" button_bg_enable_color__hover=\"on\" button_text_size__hover_enabled=\"on|hover\"][/et_pb_button][/et_pb_column][et_pb_column type=\"1_3\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"rgba(0,39,102,0.9)\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"#002766 0%|rgba(0,39,102,0.13) 67%\" custom_padding=\"30px|30px|30px|30px|true|true\" border_radii=\"on|15px|15px|15px|15px\" border_color_all=\"rgba(0,0,0,0.12)\" global_colors_info=\"{}\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"ee17f347-3088-4433-8b1d-a500323229d4\" header_text_color=\"#F0F0F0\" header_3_text_color=\"#F0F0F0\" header_4_font=\"|600|||||||\" header_4_text_color=\"#F0F0F0\" header_4_font_size=\"21px\" header_5_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||5px||false|false\" custom_margin_last_edited=\"on|phone\" header_4_font_size_tablet=\"21px\" header_4_font_size_phone=\"19px\" header_4_font_size_last_edited=\"on|desktop\" locked=\"off\" global_colors_info=\"{}\"]<h4><a href=\"/global-leaders-investment\">Global Leaders Investment Benchmarking</a></h4>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"2892f928-2db5-4612-8ab9-3f06f5d06872\" text_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||-5px||false|false\" custom_margin_last_edited=\"on|phone\" locked=\"off\" global_colors_info=\"{}\"]<p><span>Large funds with complex investment programs</p>\n<p></span></p>\n<p><span></span></p>[/et_pb_text][et_pb_button button_url=\"/global-leaders-investment\" button_text=\"Learn more\" button_alignment=\"left\" _builder_version=\"4.27.4\" _module_preset=\"default\" button_text_color=\"gcid-heading-color\" button_bg_color=\"#ffffff\" button_border_radius=\"3px\" button_font=\"--et_global_body_font||||||||\" background_layout=\"light\" custom_margin=\"65px||||false|false\" custom_margin_tablet=\"0px||||false|false\" custom_margin_phone=\"0px||||false|false\" custom_margin_last_edited=\"on|desktop\" custom_padding=\"2px|15px|2px|15px|true|true\" button_text_size_phone=\"17px\" button_text_size_last_edited=\"off|desktop\" box_shadow_style=\"none\" locked=\"off\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_text_color%22%93}\" button_bg_color__hover_enabled=\"on|desktop\" button_bg_color__hover=\"#EDAE49\" button_bg_enable_color__hover=\"on\" button_text_size__hover_enabled=\"on|hover\"][/et_pb_button][/et_pb_column][et_pb_column type=\"1_3\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"rgba(0,39,102,0.9)\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"#002766 0%|rgba(0,39,102,0.13) 67%\" custom_padding=\"30px|30px|30px|30px|true|true\" border_radii=\"on|15px|15px|15px|15px\" border_color_all=\"rgba(0,0,0,0.12)\" global_colors_info=\"{}\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"ee17f347-3088-4433-8b1d-a500323229d4\" header_text_color=\"#F0F0F0\" header_3_text_color=\"#F0F0F0\" header_4_font=\"|600|||||||\" header_4_text_color=\"#F0F0F0\" header_4_font_size=\"21px\" header_5_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||5px||false|false\" custom_margin_last_edited=\"on|phone\" header_4_font_size_tablet=\"21px\" header_4_font_size_phone=\"19px\" header_4_font_size_last_edited=\"on|desktop\" locked=\"off\" global_colors_info=\"{}\"]<h4><a href=\"/transparency-benchmarking\">Transparency Benchmarking</a></h4>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"2892f928-2db5-4612-8ab9-3f06f5d06872\" text_text_color=\"#F0F0F0\" custom_margin=\"||26px|||\" custom_margin_tablet=\"\" custom_margin_phone=\"||-5px||false|false\" custom_margin_last_edited=\"on|phone\" locked=\"off\" global_colors_info=\"{}\"]<ul class=\"service-list\">\n<li>Pension Funds</li>\n<li>Sovereign Wealth Funds</li>\n<li>Other long-term asset<br />owners</li>\n</ul>[/et_pb_text][et_pb_button button_url=\"/transparency-benchmarking\" button_text=\"Learn more\" button_alignment=\"left\" _builder_version=\"4.27.4\" _module_preset=\"default\" button_text_color=\"gcid-heading-color\" button_bg_color=\"#ffffff\" button_border_radius=\"3px\" button_font=\"--et_global_body_font||||||||\" background_layout=\"light\" custom_margin=\"||||false|false\" custom_padding=\"2px|15px|2px|15px|true|true\" button_text_size_phone=\"17px\" button_text_size_last_edited=\"off|desktop\" box_shadow_style=\"none\" locked=\"off\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_text_color%22%93}\" button_bg_color__hover_enabled=\"on|desktop\" button_bg_color__hover=\"#EDAE49\" button_bg_enable_color__hover=\"on\" button_text_size__hover_enabled=\"on|hover\"][/et_pb_button][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" custom_padding_last_edited=\"on|desktop\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/Why-CEM.png\" background_size=\"contain\" background_position=\"top_right\" background_horizontal_offset=\"-13%\" min_height_tablet=\"\" min_height_phone=\"\" min_height_last_edited=\"on|phone\" height=\"690px\" height_tablet=\"650px\" height_phone=\"850px\" height_last_edited=\"on|phone\" max_height=\"870px\" custom_margin=\"0px||||false|false\" custom_margin_tablet=\"0px||||false|false\" custom_margin_phone=\"0px||||false|false\" custom_margin_last_edited=\"on|desktop\" custom_padding=\"35px||||false|false\" custom_padding_tablet=\"35px||||false|false\" custom_padding_phone=\"20px||20px||false|false\" background_last_edited=\"on|desktop\" background_enable_image_tablet=\"off\" background_enable_image_phone=\"off\" global_colors_info=\"{}\"][et_pb_row custom_padding_last_edited=\"on|phone\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding_tablet=\"\" custom_padding_phone=\"||10px||false|false\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_heading title=\"Why CEM?\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font=\"|--et_global_body_font_weight|||||||\" title_text_align=\"center\" title_font_size=\"48px\" custom_padding=\"||0px||false|false\" title_text_align_tablet=\"center\" title_text_align_phone=\"left\" title_text_align_last_edited=\"on|desktop\" title_font_size_tablet=\"48px\" title_font_size_phone=\"32px\" title_font_size_last_edited=\"on|desktop\" global_colors_info=\"{%22gcid-heading-color%22:%91%22title_text_color%22%93}\"][/et_pb_heading][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"]<p style=\"text-align: left;\"><strong>Unique Global Databases<br /></strong>We have been collecting detailed cost and performance data from the world’s top<br />pension and sovereign wealth funds for over 25 years.</p>\n<p style=\"text-align: left;\"><strong>Comprehensive Analysis and Reporting<br /></strong>Our reports and insights provide actionable insights and are used strategically as<br />well as to help meet fiduciary responsibilities.</p>\n<p style=\"text-align: left;\"><strong>Knowledge Sharing<br /></strong>We work closely with hundreds of expert pension practitioners worldwide and are<br />in a unique position to capture and share this expertise amongst our clients.</p>\n<p style=\"text-align: left;\"><strong>Independent and Objective<br /></strong>Benchmarking pension and sovereign wealth funds is all we do. We do not<br />manage assets.</p>\n<p style=\"text-align: left;\"><strong>Confidentiality<br /></strong>The information that CEM collects is sensitive. We are very careful about how we<br />handle it. We do not disclose individual fund data or results to third parties.</p>[/et_pb_text][et_pb_button button_url=\"/demo-request/\" button_text=\"Request a Demo\" button_alignment=\"left\" disabled_on=\"off|off|off\" _builder_version=\"4.27.4\" _module_preset=\"default\" box_shadow_style=\"none\" locked=\"off\" global_colors_info=\"{}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#ed9200\" button_bg_enable_color__hover=\"on\" button_border_radius__hover_enabled=\"on|hover\" button_border_radius__hover=\"3px\"][/et_pb_button][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" disabled_on=\"on|off|off\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"250px||||false|false\" custom_margin_last_edited=\"on|phone\" global_colors_info=\"{}\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_heading title=\"Our Team\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font=\"|--et_global_body_font_weight|||||||\" title_text_align=\"center\" title_text_color=\"gcid-heading-color\" title_font_size=\"48px\" custom_margin=\"-25px||||false|false\" custom_margin_tablet=\"-25px||||false|false\" custom_margin_phone=\"-37px||-3px||false|false\" custom_margin_last_edited=\"on|phone\" title_font_size_tablet=\"48px\" title_font_size_phone=\"32px\" title_font_size_last_edited=\"on|phone\" global_colors_info=\"{%22gcid-heading-color%22:%91%22title_text_color%22%93}\"][/et_pb_heading][/et_pb_column][/et_pb_row][et_pb_row column_structure=\"1_2,1_2\" make_equal=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" width_tablet=\"\" width_phone=\"58%\" width_last_edited=\"on|phone\" height_tablet=\"\" height_phone=\"1000px\" height_last_edited=\"on|phone\" max_height_tablet=\"\" max_height_phone=\"\" max_height_last_edited=\"on|phone\" custom_margin_tablet=\"\" custom_margin_phone=\"-20px||||false|false\" custom_margin_last_edited=\"on|phone\" global_colors_info=\"{}\"][et_pb_column type=\"1_2\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_team_member image_url=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/Rashay-sq.png\" _builder_version=\"4.27.4\" _module_preset=\"default\" header_text_align=\"center\" header_font_size=\"17px\" body_text_align=\"center\" body_font_size=\"15px\" background_color=\"#f4f4f4\" width=\"55%\" module_alignment=\"right\" min_height_tablet=\"\" min_height_phone=\"\" min_height_last_edited=\"on|phone\" height_tablet=\"\" height_phone=\"340px\" height_last_edited=\"on|phone\" custom_margin=\"0px||||false|false\" custom_padding=\"54px|40px|40px|40px|false|false\" link_option_url=\"/team\" border_radii=\"on|12px|12px|12px|12px\" border_color_all=\"#001E66\" border_radii_image=\"on|100%|100%|100%|100%\" box_shadow_style=\"preset1\" box_shadow_blur=\"19px\" box_shadow_spread=\"-5px\" global_colors_info=\"{}\" width__hover_enabled=\"on|desktop\" width__hover=\"51%\"]<h4></h4>\n<h4></h4>\n<h4></h4>\n<h4>Rashay Jethalal</h4>\n<p>CEO</p>[/et_pb_team_member][/et_pb_column][et_pb_column type=\"1_2\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_team_member image_url=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/Mike-Heale.jpg\" _builder_version=\"4.27.4\" _module_preset=\"default\" header_text_align=\"center\" header_font_size=\"17px\" body_text_align=\"center\" body_font_size=\"15px\" background_color=\"#f4f4f4\" positioning=\"absolute\" position_origin_a_tablet=\"\" position_origin_a_phone=\"\" position_origin_a_last_edited=\"on|desktop\" position_origin_f_tablet=\"\" position_origin_f_phone=\"\" position_origin_f_last_edited=\"on|desktop\" position_origin_r_tablet=\"\" position_origin_r_phone=\"\" position_origin_r_last_edited=\"on|desktop\" width=\"55%\" min_height_tablet=\"\" min_height_phone=\"\" min_height_last_edited=\"on|phone\" height_tablet=\"\" height_phone=\"340px\" height_last_edited=\"on|phone\" custom_margin=\"0px||||false|false\" custom_padding=\"54px|40px|40px|40px|false|false\" link_option_url=\"/team\" positioning_tablet=\"absolute\" positioning_phone=\"absolute\" positioning_last_edited=\"on|desktop\" border_radii=\"on|12px|12px|12px|12px\" border_color_all=\"#001E66\" border_radii_image=\"on|100%|100%|100%|100%\" box_shadow_style=\"preset1\" box_shadow_blur=\"19px\" box_shadow_spread=\"-5px\" global_colors_info=\"{}\" width__hover_enabled=\"on|desktop\" width__hover=\"51%\"]<h4></h4>\n<h4></h4>\n<h4></h4>\n<h4>Mike Heale</h4>\n<p>Global Business Development</p>[/et_pb_team_member][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin_tablet=\"\" custom_margin_phone=\"-235px||||false|false\" custom_margin_last_edited=\"on|phone\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_button button_url=\"/team\" button_text=\"Meet our team\" _builder_version=\"4.27.4\" _module_preset=\"default\" button_border_radius=\"3px\" button_text_size_phone=\"17px\" button_text_size_last_edited=\"off|desktop\" box_shadow_style=\"none\" global_colors_info=\"{}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#ed9200\" button_bg_enable_color__hover=\"on\" button_text_size__hover_enabled=\"on|hover\"][/et_pb_button][/et_pb_column][/et_pb_row][/et_pb_section]','Home page','','inherit','closed','closed','','16-revision-v1','','','2025-04-09 21:18:17','2025-04-09 21:18:17','',16,'https://www.cembenchmarking.com/?p=2637',0,'revision','',0),(2638,1,'2025-04-09 21:20:21','2025-04-09 21:20:21','[et_pb_section fb_built=\"1\" custom_padding_last_edited=\"on|phone\" admin_label=\"Header\" _builder_version=\"4.27.4\" _module_preset=\"d7438e4b-3063-4f7e-ba3d-f8e925610f84\" background_enable_color=\"off\" background_color_gradient_stops=\"rgba(11,36,73,0.8) 29vmin|rgba(9,47,76,0.69) 99vmin\" background_color_gradient_unit=\"vmin\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/section2.jpg\" background_position=\"top_center\" background_vertical_offset=\"25%\" min_height_tablet=\"\" min_height_phone=\"\" min_height_last_edited=\"on|phone\" height=\"580px\" height_tablet=\"580px\" height_phone=\"686px\" height_last_edited=\"on|desktop\" max_height=\"764px\" custom_margin_tablet=\"\" custom_margin_phone=\"-20px||-170px||false|false\" custom_margin_last_edited=\"on|phone\" custom_padding=\"10vw||0px||false|false\" custom_padding_tablet=\"20vw||0px||false|false\" custom_padding_phone=\"20vw||0px||false|false\" hover_enabled=\"0\" locked=\"off\" global_colors_info=\"{}\" sticky_enabled=\"0\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"0d4a2a1c-41c0-4e30-a126-b1457540a912\" custom_margin=\"-116px||-116px||true|false\" custom_margin_tablet=\"-100px||||false|false\" custom_margin_phone=\"-35px||||false|false\" custom_margin_last_edited=\"on|desktop\" hover_enabled=\"0\" global_colors_info=\"{}\" min_height_last_edited=\"on|desktop\" sticky_enabled=\"0\"][et_pb_column type=\"4_4\" _builder_version=\"4.25.2\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_heading title=\"Helping funds manage costs and optimize performance\" _builder_version=\"4.27.4\" _module_preset=\"42e81ed7-b804-43ac-a3f4-f8dca9c95eb7\" title_font=\"--et_global_heading_font|--et_global_heading_font_weight|||||||\" title_text_align=\"center\" title_text_color=\"#FFFFFF\" title_font_size=\"52px\" width=\"49%\" width_tablet=\"49%\" width_phone=\"92%\" width_last_edited=\"on|phone\" max_width=\"1080px\" module_alignment=\"center\" custom_margin=\"|0px|||false|false\" custom_padding=\"|0px||0px|false|false\" title_font_size_phone=\"32px\" global_colors_info=\"{}\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#ffffff\" text_font_size=\"20px\" text_line_height=\"1.4em\" text_orientation=\"center\" width=\"57%\" width_tablet=\"57%\" width_phone=\"92%\" width_last_edited=\"on|desktop\" module_alignment=\"center\" custom_margin=\"||66px||false|false\" text_font_size_tablet=\"16px\" text_font_size_phone=\"17px\" text_font_size_last_edited=\"on|tablet\" text_line_height_tablet=\"1.4em\" text_line_height_phone=\"1.4em\" text_line_height_last_edited=\"on|desktop\" text_text_shadow_style=\"preset3\" global_colors_info=\"{}\"]<p>CEM works with over 400 fund sponsors worldwide. We provide our clients with objective, actionable benchmarking insight into how to maximize value for money in investments and pension administration.</p>[/et_pb_text][et_pb_button button_url=\"#Services\" button_text=\"Our Services\" _builder_version=\"4.27.4\" _module_preset=\"default\" box_shadow_style=\"none\" global_colors_info=\"{}\" button_text_size__hover_enabled=\"on|hover\" button_bg_color__hover=\"#ed9200\" button_bg_color__hover_enabled=\"on|hover\" button_border_radius__hover_enabled=\"on|hover\" button_border_radius__hover=\"3px\"][/et_pb_button][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_row column_structure=\"1_4,1_4,1_4,1_4\" custom_padding_last_edited=\"on|desktop\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin=\"-25px||||false|false\" custom_padding_tablet=\"\" custom_padding_phone=\"0px||||false|false\" global_colors_info=\"{}\"][et_pb_column type=\"1_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_number_counter title=\"Countries\" number=\"25\" percent_sign=\"off\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_font=\"|--et_global_body_font_weight|||||||\" number_font=\"|300|||||||\" global_colors_info=\"{}\"][/et_pb_number_counter][/et_pb_column][et_pb_column type=\"1_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_number_counter title=\"Trillion Participating Assets\" number=\"15\" percent_sign=\"off\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_font=\"|--et_global_body_font_weight|||||||\" number_font=\"|300|||||||\" global_colors_info=\"{}\"][/et_pb_number_counter][/et_pb_column][et_pb_column type=\"1_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_number_counter title=\"Million Members\" number=\"80\" percent_sign=\"off\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_font=\"|--et_global_body_font_weight|||||||\" number_font=\"|300|||||||\" global_colors_info=\"{}\"][/et_pb_number_counter][/et_pb_column][et_pb_column type=\"1_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_number_counter title=\"Years of History\" number=\"33\" percent_sign=\"off\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_font=\"|--et_global_body_font_weight|||||||\" number_font=\"|300|||||||\" global_colors_info=\"{}\"][/et_pb_number_counter][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" width_tablet=\"\" width_phone=\"102%\" width_last_edited=\"on|phone\" custom_margin_tablet=\"\" custom_margin_phone=\"-20px|0px|-20px|0px|false|false\" custom_margin_last_edited=\"on|phone\" custom_padding=\"|0px||0px|false|false\" module_alignment_tablet=\"\" module_alignment_phone=\"center\" module_alignment_last_edited=\"on|phone\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_image src=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/worldmap.png\" alt=\"At CEM, we work with funds all over the world\" title_text=\"CEM client overview\" align=\"center\" align_tablet=\"center\" align_phone=\"center\" align_last_edited=\"on|phone\" _builder_version=\"4.27.4\" _module_preset=\"default\" width=\"88%\" width_tablet=\"88%\" width_phone=\"100%\" width_last_edited=\"on|phone\" module_alignment=\"center\" custom_margin_tablet=\"\" custom_margin_phone=\"|0px||0px|false|false\" custom_margin_last_edited=\"on|phone\" custom_padding=\"0px|0px|0px|0px|false|false\" module_alignment_tablet=\"center\" module_alignment_phone=\"center\" module_alignment_last_edited=\"on|phone\" global_colors_info=\"{}\"][/et_pb_image][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" custom_padding_last_edited=\"on|phone\" admin_label=\"Feature\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" custom_margin_tablet=\"-15px||||false|false\" custom_margin_phone=\"-30px||||false|false\" custom_margin_last_edited=\"on|tablet\" custom_padding=\"17px||||false|false\" custom_padding_tablet=\"17px||||false|false\" custom_padding_phone=\"35px||||false|false\" locked=\"off\" global_colors_info=\"{}\"][et_pb_row column_structure=\"1_3,1_3,1_3\" make_equal=\"on\" module_id=\"Services\" _builder_version=\"4.27.4\" _module_preset=\"default\" max_width=\"1800px\" locked=\"off\" global_colors_info=\"{}\" button_text_color__hover=\"rgba(237,174,73,0.53)\" button_text_color__hover_enabled=\"on|hover\" button_icon_color__hover=\"#bababa\" button_icon_color__hover_enabled=\"on|desktop\" button_text_size_phone=\"17px\" button_text_size_last_edited=\"on|phone\"][et_pb_column type=\"1_3\" _builder_version=\"4.22.0\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_heading title=\"Our Services\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font=\"|--et_global_body_font_weight|||||||\" title_font_size=\"48px\" custom_margin_tablet=\"\" custom_margin_phone=\"-30px||25px||false|false\" custom_margin_last_edited=\"on|phone\" custom_padding=\"||0px||false|false\" title_font_size_tablet=\"48px\" title_font_size_phone=\"32px\" title_font_size_last_edited=\"on|desktop\" global_colors_info=\"{}\"][/et_pb_heading][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" text_text_color=\"#0c0c0c\" custom_margin_tablet=\"\" custom_margin_phone=\"||5px||false|false\" custom_margin_last_edited=\"on|phone\" global_colors_info=\"{}\"]<p>As a leading data and insights firm we provide a range of services to help funds develop effective investment and pension administration strategies. Get more details about our unique offerings by clicking the \'Learn more\' buttons.</p>[/et_pb_text][/et_pb_column][et_pb_column type=\"1_3\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"rgba(0,39,102,0.9)\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"#002766 0%|rgba(0,39,102,0.13) 67%\" custom_padding=\"30px|30px|30px|30px|true|true\" border_radii=\"on|15px|15px|15px|15px\" border_color_all=\"rgba(0,0,0,0.12)\" global_colors_info=\"{}\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"ee17f347-3088-4433-8b1d-a500323229d4\" header_text_color=\"#F0F0F0\" header_3_text_color=\"#F0F0F0\" header_4_font=\"|600|||||||\" header_4_text_color=\"#F0F0F0\" header_4_font_size=\"21px\" header_5_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||5px||false|false\" custom_margin_last_edited=\"on|phone\" header_4_font_size_tablet=\"21px\" header_4_font_size_phone=\"19px\" header_4_font_size_last_edited=\"on|desktop\" global_colors_info=\"{}\"]<h4><a href=\"/investment-benchmarking\">Investment Benchmarking</a></h4>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"2892f928-2db5-4612-8ab9-3f06f5d06872\" text_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||-5px||false|false\" custom_margin_last_edited=\"on|phone\" custom_padding=\"||0px||false|false\" global_colors_info=\"{}\"]<ul class=\"service-list\">\n<li>Defined Benefit Funds</li>\n<li>Sovereign Wealth Funds</li>\n<li>Other long-term asset<br />owners</li>\n</ul>[/et_pb_text][et_pb_button button_url=\"/investment-benchmarking\" button_text=\"Learn more\" button_alignment=\"left\" _builder_version=\"4.27.4\" _module_preset=\"default\" button_text_color=\"gcid-heading-color\" button_bg_color=\"#ffffff\" button_border_radius=\"3px\" button_font=\"--et_global_body_font||||||||\" background_layout=\"light\" custom_margin=\"||||false|false\" custom_padding=\"2px|15px|2px|15px|true|true\" button_text_size_phone=\"17px\" button_text_size_last_edited=\"off|desktop\" box_shadow_style=\"none\" locked=\"off\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_text_color%22%93}\" button_bg_color__hover_enabled=\"on|desktop\" button_bg_color__hover=\"#EDAE49\" button_bg_enable_color__hover=\"on\" button_text_size__hover_enabled=\"on|hover\"][/et_pb_button][/et_pb_column][et_pb_column type=\"1_3\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"rgba(0,39,102,0.9)\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"#002766 0%|rgba(0,39,102,0.13) 67%\" custom_padding=\"30px|30px|30px|30px|true|true\" border_radii=\"on|15px|15px|15px|15px\" border_color_all=\"rgba(0,0,0,0.12)\" global_colors_info=\"{}\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"ee17f347-3088-4433-8b1d-a500323229d4\" header_text_color=\"#F0F0F0\" header_3_text_color=\"#F0F0F0\" header_4_font=\"|600|||||||\" header_4_text_color=\"#F0F0F0\" header_4_font_size=\"21px\" header_5_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||5px||false|false\" custom_margin_last_edited=\"on|phone\" header_4_font_size_tablet=\"21px\" header_4_font_size_phone=\"19px\" header_4_font_size_last_edited=\"on|desktop\" locked=\"off\" global_colors_info=\"{}\"]<h4><a href=\"/pension-administration\">Pension Administration Benchmarking</a></h4>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"2892f928-2db5-4612-8ab9-3f06f5d06872\" text_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||-5px||false|false\" custom_margin_last_edited=\"on|phone\" locked=\"off\" global_colors_info=\"{}\"]<p><span>Administrators of Defined Benefit<br /></span><span>and Defined Contribution Funds</span><span></span></p>\n<p>&nbsp;</p>[/et_pb_text][et_pb_button button_url=\"/pension-administration-benchmarking\" button_text=\"Learn more\" button_alignment=\"left\" _builder_version=\"4.27.4\" _module_preset=\"default\" button_text_color=\"gcid-heading-color\" button_bg_color=\"#ffffff\" button_border_radius=\"3px\" button_font=\"--et_global_body_font||||||||\" background_layout=\"light\" custom_margin=\"56px||||false|false\" custom_margin_tablet=\"0px||||false|false\" custom_margin_phone=\"0px||||false|false\" custom_margin_last_edited=\"on|desktop\" custom_padding=\"2px|15px|2px|15px|true|true\" button_text_size_phone=\"17px\" button_text_size_last_edited=\"off|desktop\" box_shadow_style=\"none\" locked=\"off\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_text_color%22%93}\" button_bg_color__hover_enabled=\"on|desktop\" button_bg_color__hover=\"#EDAE49\" button_bg_enable_color__hover=\"on\" button_text_size__hover_enabled=\"on|hover\"][/et_pb_button][/et_pb_column][/et_pb_row][et_pb_row column_structure=\"1_3,1_3,1_3\" make_equal=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" max_width=\"1800px\" custom_margin_tablet=\"\" custom_margin_phone=\"\" custom_margin_last_edited=\"on|phone\" custom_padding=\"0px||5px||false|false\" locked=\"off\" global_colors_info=\"{}\"][et_pb_column type=\"1_3\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"rgba(0,39,102,0.9)\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"#002766 0%|rgba(0,39,102,0.13) 67%\" custom_padding=\"30px|30px|30px|30px|true|true\" border_radii=\"on|15px|15px|15px|15px\" border_color_all=\"rgba(0,0,0,0.12)\" global_colors_info=\"{}\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"ee17f347-3088-4433-8b1d-a500323229d4\" header_text_color=\"#F0F0F0\" header_3_text_color=\"#F0F0F0\" header_4_font=\"|600|||||||\" header_4_text_color=\"#F0F0F0\" header_4_font_size=\"21px\" header_5_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||5px||false|false\" custom_margin_last_edited=\"on|phone\" header_4_font_size_tablet=\"21px\" header_4_font_size_phone=\"19px\" header_4_font_size_last_edited=\"on|desktop\" locked=\"off\" global_colors_info=\"{}\"]<h4><a href=\"/defined-contribution\">Defined Contribution Benchmarking</a></h4>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"2892f928-2db5-4612-8ab9-3f06f5d06872\" text_text_color=\"#F0F0F0\" locked=\"off\" global_colors_info=\"{}\"]<p><span>U.S. Corporate and Public Defined Contribution Plans, 401(k), 403(b), 457, and other</span></p>[/et_pb_text][et_pb_button button_url=\"/defined-contribution-benchmarking\" button_text=\"Learn more\" button_alignment=\"left\" _builder_version=\"4.27.4\" _module_preset=\"default\" button_text_color=\"gcid-heading-color\" button_bg_color=\"#ffffff\" button_border_radius=\"3px\" button_font=\"--et_global_body_font||||||||\" background_layout=\"light\" custom_margin=\"92px||||false|false\" custom_margin_tablet=\"0px||||false|false\" custom_margin_phone=\"0px||||false|false\" custom_margin_last_edited=\"on|desktop\" custom_padding=\"2px|15px|2px|15px|true|true\" button_text_size_phone=\"17px\" button_text_size_last_edited=\"off|desktop\" box_shadow_style=\"none\" locked=\"off\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_text_color%22%93}\" button_bg_color__hover_enabled=\"on|desktop\" button_bg_color__hover=\"#EDAE49\" button_bg_enable_color__hover=\"on\" button_text_size__hover_enabled=\"on|hover\"][/et_pb_button][/et_pb_column][et_pb_column type=\"1_3\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"rgba(0,39,102,0.9)\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"#002766 0%|rgba(0,39,102,0.13) 67%\" custom_padding=\"30px|30px|30px|30px|true|true\" border_radii=\"on|15px|15px|15px|15px\" border_color_all=\"rgba(0,0,0,0.12)\" global_colors_info=\"{}\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"ee17f347-3088-4433-8b1d-a500323229d4\" header_text_color=\"#F0F0F0\" header_3_text_color=\"#F0F0F0\" header_4_font=\"|600|||||||\" header_4_text_color=\"#F0F0F0\" header_4_font_size=\"21px\" header_5_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||5px||false|false\" custom_margin_last_edited=\"on|phone\" header_4_font_size_tablet=\"21px\" header_4_font_size_phone=\"19px\" header_4_font_size_last_edited=\"on|desktop\" locked=\"off\" global_colors_info=\"{}\"]<h4><a href=\"/global-leaders-investment\">Global Leaders Investment Benchmarking</a></h4>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"2892f928-2db5-4612-8ab9-3f06f5d06872\" text_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||-5px||false|false\" custom_margin_last_edited=\"on|phone\" locked=\"off\" global_colors_info=\"{}\"]<p><span>Large funds with complex investment programs</p>\n<p></span></p>\n<p><span></span></p>[/et_pb_text][et_pb_button button_url=\"/global-leaders-investment\" button_text=\"Learn more\" button_alignment=\"left\" _builder_version=\"4.27.4\" _module_preset=\"default\" button_text_color=\"gcid-heading-color\" button_bg_color=\"#ffffff\" button_border_radius=\"3px\" button_font=\"--et_global_body_font||||||||\" background_layout=\"light\" custom_margin=\"65px||||false|false\" custom_margin_tablet=\"0px||||false|false\" custom_margin_phone=\"0px||||false|false\" custom_margin_last_edited=\"on|desktop\" custom_padding=\"2px|15px|2px|15px|true|true\" button_text_size_phone=\"17px\" button_text_size_last_edited=\"off|desktop\" box_shadow_style=\"none\" locked=\"off\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_text_color%22%93}\" button_bg_color__hover_enabled=\"on|desktop\" button_bg_color__hover=\"#EDAE49\" button_bg_enable_color__hover=\"on\" button_text_size__hover_enabled=\"on|hover\"][/et_pb_button][/et_pb_column][et_pb_column type=\"1_3\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"rgba(0,39,102,0.9)\" use_background_color_gradient=\"on\" background_color_gradient_stops=\"#002766 0%|rgba(0,39,102,0.13) 67%\" custom_padding=\"30px|30px|30px|30px|true|true\" border_radii=\"on|15px|15px|15px|15px\" border_color_all=\"rgba(0,0,0,0.12)\" global_colors_info=\"{}\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"ee17f347-3088-4433-8b1d-a500323229d4\" header_text_color=\"#F0F0F0\" header_3_text_color=\"#F0F0F0\" header_4_font=\"|600|||||||\" header_4_text_color=\"#F0F0F0\" header_4_font_size=\"21px\" header_5_text_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"||5px||false|false\" custom_margin_last_edited=\"on|phone\" header_4_font_size_tablet=\"21px\" header_4_font_size_phone=\"19px\" header_4_font_size_last_edited=\"on|desktop\" locked=\"off\" global_colors_info=\"{}\"]<h4><a href=\"/transparency-benchmarking\">Transparency Benchmarking</a></h4>[/et_pb_text][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"2892f928-2db5-4612-8ab9-3f06f5d06872\" text_text_color=\"#F0F0F0\" custom_margin=\"||26px|||\" custom_margin_tablet=\"\" custom_margin_phone=\"||-5px||false|false\" custom_margin_last_edited=\"on|phone\" locked=\"off\" global_colors_info=\"{}\"]<ul class=\"service-list\">\n<li>Pension Funds</li>\n<li>Sovereign Wealth Funds</li>\n<li>Other long-term asset<br />owners</li>\n</ul>[/et_pb_text][et_pb_button button_url=\"/transparency-benchmarking\" button_text=\"Learn more\" button_alignment=\"left\" _builder_version=\"4.27.4\" _module_preset=\"default\" button_text_color=\"gcid-heading-color\" button_bg_color=\"#ffffff\" button_border_radius=\"3px\" button_font=\"--et_global_body_font||||||||\" background_layout=\"light\" custom_margin=\"||||false|false\" custom_padding=\"2px|15px|2px|15px|true|true\" button_text_size_phone=\"17px\" button_text_size_last_edited=\"off|desktop\" box_shadow_style=\"none\" locked=\"off\" global_colors_info=\"{%22gcid-heading-color%22:%91%22button_text_color%22%93}\" button_bg_color__hover_enabled=\"on|desktop\" button_bg_color__hover=\"#EDAE49\" button_bg_enable_color__hover=\"on\" button_text_size__hover_enabled=\"on|hover\"][/et_pb_button][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" custom_padding_last_edited=\"on|desktop\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_image=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/Why-CEM.png\" background_size=\"contain\" background_position=\"top_right\" background_horizontal_offset=\"-13%\" min_height_tablet=\"\" min_height_phone=\"\" min_height_last_edited=\"on|phone\" height=\"690px\" height_tablet=\"650px\" height_phone=\"850px\" height_last_edited=\"on|phone\" max_height=\"870px\" custom_margin=\"0px||||false|false\" custom_margin_tablet=\"0px||||false|false\" custom_margin_phone=\"0px||||false|false\" custom_margin_last_edited=\"on|desktop\" custom_padding=\"35px||||false|false\" custom_padding_tablet=\"35px||||false|false\" custom_padding_phone=\"20px||20px||false|false\" background_last_edited=\"on|desktop\" background_enable_image_tablet=\"off\" background_enable_image_phone=\"off\" global_colors_info=\"{}\"][et_pb_row custom_padding_last_edited=\"on|phone\" _builder_version=\"4.27.4\" _module_preset=\"default\" custom_padding_tablet=\"\" custom_padding_phone=\"||10px||false|false\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_heading title=\"Why CEM?\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font=\"|--et_global_body_font_weight|||||||\" title_text_align=\"center\" title_font_size=\"48px\" custom_padding=\"||0px||false|false\" title_text_align_tablet=\"center\" title_text_align_phone=\"left\" title_text_align_last_edited=\"on|desktop\" title_font_size_tablet=\"48px\" title_font_size_phone=\"32px\" title_font_size_last_edited=\"on|desktop\" global_colors_info=\"{%22gcid-heading-color%22:%91%22title_text_color%22%93}\"][/et_pb_heading][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_text _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"]<p style=\"text-align: left;\"><strong>Unique Global Databases<br /></strong>We have been collecting detailed cost and performance data from the world’s top<br />pension and sovereign wealth funds for over 25 years.</p>\n<p style=\"text-align: left;\"><strong>Comprehensive Analysis and Reporting<br /></strong>Our reports and insights provide actionable insights and are used strategically as<br />well as to help meet fiduciary responsibilities.</p>\n<p style=\"text-align: left;\"><strong>Knowledge Sharing<br /></strong>We work closely with hundreds of expert pension practitioners worldwide and are<br />in a unique position to capture and share this expertise amongst our clients.</p>\n<p style=\"text-align: left;\"><strong>Independent and Objective<br /></strong>Benchmarking pension and sovereign wealth funds is all we do. We do not<br />manage assets.</p>\n<p style=\"text-align: left;\"><strong>Confidentiality<br /></strong>The information that CEM collects is sensitive. We are very careful about how we<br />handle it. We do not disclose individual fund data or results to third parties.</p>[/et_pb_text][et_pb_button button_url=\"/demo-request/\" button_text=\"Request a Demo\" button_alignment=\"left\" disabled_on=\"off|off|off\" _builder_version=\"4.27.4\" _module_preset=\"default\" box_shadow_style=\"none\" locked=\"off\" global_colors_info=\"{}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#ed9200\" button_bg_enable_color__hover=\"on\" button_border_radius__hover_enabled=\"on|hover\" button_border_radius__hover=\"3px\"][/et_pb_button][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=\"1\" disabled_on=\"on|off|off\" _builder_version=\"4.27.4\" _module_preset=\"default\" background_color=\"#F0F0F0\" custom_margin_tablet=\"\" custom_margin_phone=\"250px||||false|false\" custom_margin_last_edited=\"on|phone\" global_colors_info=\"{}\"][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_heading title=\"Our Team\" _builder_version=\"4.27.4\" _module_preset=\"default\" title_level=\"h2\" title_font=\"|--et_global_body_font_weight|||||||\" title_text_align=\"center\" title_text_color=\"gcid-heading-color\" title_font_size=\"48px\" custom_margin=\"-25px||||false|false\" custom_margin_tablet=\"-25px||||false|false\" custom_margin_phone=\"-37px||-3px||false|false\" custom_margin_last_edited=\"on|phone\" title_font_size_tablet=\"48px\" title_font_size_phone=\"32px\" title_font_size_last_edited=\"on|phone\" global_colors_info=\"{%22gcid-heading-color%22:%91%22title_text_color%22%93}\"][/et_pb_heading][/et_pb_column][/et_pb_row][et_pb_row column_structure=\"1_2,1_2\" make_equal=\"on\" _builder_version=\"4.27.4\" _module_preset=\"default\" width_tablet=\"\" width_phone=\"58%\" width_last_edited=\"on|phone\" height_tablet=\"\" height_phone=\"1000px\" height_last_edited=\"on|phone\" max_height_tablet=\"\" max_height_phone=\"\" max_height_last_edited=\"on|phone\" custom_margin_tablet=\"\" custom_margin_phone=\"-20px||||false|false\" custom_margin_last_edited=\"on|phone\" global_colors_info=\"{}\"][et_pb_column type=\"1_2\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_team_member image_url=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/Rashay-sq.png\" _builder_version=\"4.27.4\" _module_preset=\"default\" header_text_align=\"center\" header_font_size=\"17px\" body_text_align=\"center\" body_font_size=\"15px\" background_color=\"#f4f4f4\" width=\"55%\" module_alignment=\"right\" min_height_tablet=\"\" min_height_phone=\"\" min_height_last_edited=\"on|phone\" height_tablet=\"\" height_phone=\"340px\" height_last_edited=\"on|phone\" custom_margin=\"0px||||false|false\" custom_padding=\"54px|40px|40px|40px|false|false\" link_option_url=\"/team\" border_radii=\"on|12px|12px|12px|12px\" border_color_all=\"#001E66\" border_radii_image=\"on|100%|100%|100%|100%\" box_shadow_style=\"preset1\" box_shadow_blur=\"19px\" box_shadow_spread=\"-5px\" global_colors_info=\"{}\" width__hover_enabled=\"on|desktop\" width__hover=\"51%\"]<h4></h4>\n<h4></h4>\n<h4></h4>\n<h4>Rashay Jethalal</h4>\n<p>CEO</p>[/et_pb_team_member][/et_pb_column][et_pb_column type=\"1_2\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_team_member image_url=\"https://www.cembenchmarking.com/wp-content/uploads/2024/12/Mike-Heale.jpg\" _builder_version=\"4.27.4\" _module_preset=\"default\" header_text_align=\"center\" header_font_size=\"17px\" body_text_align=\"center\" body_font_size=\"15px\" background_color=\"#f4f4f4\" positioning=\"absolute\" position_origin_a_tablet=\"\" position_origin_a_phone=\"\" position_origin_a_last_edited=\"on|desktop\" position_origin_f_tablet=\"\" position_origin_f_phone=\"\" position_origin_f_last_edited=\"on|desktop\" position_origin_r_tablet=\"\" position_origin_r_phone=\"\" position_origin_r_last_edited=\"on|desktop\" width=\"55%\" min_height_tablet=\"\" min_height_phone=\"\" min_height_last_edited=\"on|phone\" height_tablet=\"\" height_phone=\"340px\" height_last_edited=\"on|phone\" custom_margin=\"0px||||false|false\" custom_padding=\"54px|40px|40px|40px|false|false\" link_option_url=\"/team\" positioning_tablet=\"absolute\" positioning_phone=\"absolute\" positioning_last_edited=\"on|desktop\" border_radii=\"on|12px|12px|12px|12px\" border_color_all=\"#001E66\" border_radii_image=\"on|100%|100%|100%|100%\" box_shadow_style=\"preset1\" box_shadow_blur=\"19px\" box_shadow_spread=\"-5px\" global_colors_info=\"{}\" width__hover_enabled=\"on|desktop\" width__hover=\"51%\"]<h4></h4>\n<h4></h4>\n<h4></h4>\n<h4>Mike Heale</h4>\n<p>Global Business Development</p>[/et_pb_team_member][/et_pb_column][/et_pb_row][et_pb_row _builder_version=\"4.27.4\" _module_preset=\"default\" custom_margin_tablet=\"\" custom_margin_phone=\"-235px||||false|false\" custom_margin_last_edited=\"on|phone\" global_colors_info=\"{}\"][et_pb_column type=\"4_4\" _builder_version=\"4.27.4\" _module_preset=\"default\" global_colors_info=\"{}\"][et_pb_button button_url=\"/team\" button_text=\"Meet our team\" _builder_version=\"4.27.4\" _module_preset=\"default\" button_border_radius=\"3px\" button_text_size_phone=\"17px\" button_text_size_last_edited=\"off|desktop\" box_shadow_style=\"none\" global_colors_info=\"{}\" button_bg_color__hover_enabled=\"on|hover\" button_bg_color__hover=\"#ed9200\" button_bg_enable_color__hover=\"on\" button_text_size__hover_enabled=\"on|hover\"][/et_pb_button][/et_pb_column][/et_pb_row][/et_pb_section]','Home page','','inherit','closed','closed','','16-revision-v1','','','2025-04-09 21:20:21','2025-04-09 21:20:21','',16,'https://www.cembenchmarking.com/?p=2638',0,'revision','',0),