[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"]<p>What topics are currently sparking debate among pension professionals? One of the most popular discussions on CEM's user-driven platform, Peer Intelligence Network (PIN), focuses on <a href="https://pin.cembenchmarking.com/t/using-ai-to-help-enhance-customer-service/4136" target="_blank" rel="noopener">how industry peers use AI to enhance customer service</a>.</p>
<p>Integrating AI into customer service can significantly enhance engagement and provide tailored support throughout a member's entire retirement journey. Tools enabling this are already emerging, including chatbots, Robo-advisers, automated nudges, and AI-generated account statements.¹</p>
<p>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.</p>
<p><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}"><strong>Paragraph headline<br /></strong></span></span>Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nulla mollis eros sed eleifend faucibus. Morbi ultricies consequat nunc, quis dapibus massa lobortis vel. Aenean posuere tortor eros, eget auctor libero posuere non. Quisque auctor volutpat elit, nec facilisis dui laoreet id. Suspendisse potenti. Fusce malesuada lobortis ante. Donec quis varius turpis, quis hendrerit lectus. Maecenas nec mi convallis, bibendum quam et, pellentesque felis. Nam lacinia dui nec posuere semper. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Donec metus ex, suscipit a nulla at, iaculis dignissim felis. Praesent accumsan purus ac neque luctus pellentesque. Donec maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex. Proin ut felis semper, malesuada nulla eget, hendrerit diam. Etiam convallis nulla ex, sit amet interdum odio porttitor at. Maximus orci id aliquet finibus. Mauris ut erat ac sem auctor consectetur eget tincidunt ex.<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><em><span data-preserver-spaces="true">Access the collective expertise of over 100 global pension plans through CEM Benchmarking's Peer Intelligence Network (PIN).</span></em></p>
<p><span data-preserver-spaces="true">PIN is an exclusive online platform for CEM Benchmarking clients, connecting more than 1,400 pension professionals worldwide. </span><span data-preserver-spaces="true">It </span><span data-preserver-spaces="true">serves as</span><span data-preserver-spaces="true"> a vital resource for discussing operational challenges, sharing innovative solutions, and learning from peer experiences on topics </span><span data-preserver-spaces="true">just</span><span data-preserver-spaces="true"> like AI!</span><span data-preserver-spaces="true"> Access </span><span data-preserver-spaces="true">is included</span><span data-preserver-spaces="true"> with your Investment or Pension Administration Benchmarking Subscription.</span></p>[/et_pb_blurb][/et_pb_column][/et_pb_row][et_pb_row _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" custom_padding="30px||||false|false" hover_enabled="0" sticky_enabled="0"][et_pb_column _builder_version="4.27.4" _module_preset="default" type="4_4" theme_builder_area="et_body_layout"][et_pb_text _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" hover_enabled="0" sticky_enabled="0"]<p>Nullam faucibus tincidunt arcu. In quis diam nec augue finibus volutpat. Duis vitae mauris vitae nisi tincidunt egestas. Sed feugiat justo faucibus lorem consectetur ultricies. Morbi eu massa at erat vulputate luctus et id lectus. Cras aliquam tristique purus, quis blandit dui pretium nec. Phasellus libero magna, pellentesque eu augue ut, fringilla mattis leo. Duis venenatis facilisis condimentum. In in elit feugiat ligula posuere tincidunt quis nec ex. Etiam eu venenatis eros, non euismod purus. Quisque rutrum leo mi, laoreet facilisis nisi maximus quis. Integer blandit finibus nulla, nec scelerisque ex sollicitudin sit amet.</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"]<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_text _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" hover_enabled="0" sticky_enabled="0"]<p><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 data-contrast="none" xml:lang="EN-GB" lang="EN-GB" class="TextRun SCXW208635895 BCX0"><span class="NormalTextRun SCXW208635895 BCX0"><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}">Your input contributes to our collective understanding as we navigate the future of member service technology. </span></span></span></span></p>
<p><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 data-contrast="none" xml:lang="EN-GB" lang="EN-GB" class="TextRun SCXW208635895 BCX0"><span class="NormalTextRun SCXW208635895 BCX0"></span></span></span></p>
<p><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 data-contrast="none" xml:lang="EN-GB" lang="EN-GB" class="TextRun SCXW208635895 BCX0"><span class="NormalTextRun SCXW208635895 BCX0">The discussion, prompted by a member's question about using AI for member website inquiries and email replies, highlighted the careful exploration and strategic planning concerning AI adoption within the pension administration community.</span></span><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>
<p>What our members have shared:</p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&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 and Internal Focus:</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.<br /></span><span><br /></span></li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&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, 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.<br /></span><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}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&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"> 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.   </span><span><br /></span></li>
</ul>
<p><span data-contrast="none">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.</span></p>
<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}"> </span></p>[/et_pb_text][et_pb_text _builder_version="4.27.4" _module_preset="default" theme_builder_area="et_body_layout" hover_enabled="0" sticky_enabled="0" background_color="#F0F0F0" border_color_all="#F0F0F0" border_width_all="20px"]<p data-ccp-border-bottom="0px none " data-ccp-padding-bottom="0px"><i><span data-contrast="none">If you are a PIN member, you can access the collective expertise of over 100 global pension plans through CEM Benchmarking’s Peer Intelligence Network (PIN) by clicking </span></i><a href="https://pin.cembenchmarking.com/"><i><span data-contrast="none">here</span></i></a><i><span data-contrast="none">. </span></i><span data-ccp-props="{&quot;335557856&quot;:15790320,&quot;335559739&quot;:0,&quot;335572071&quot;:4,&quot;335572072&quot;:4,&quot;335572073&quot;:0,&quot;469789798&quot;:&quot;single&quot;}"> </span></p>
<p data-ccp-border-top="0.6666666666666666px solid #000000" data-ccp-padding-top="5.333333333333333px" data-ccp-border-bottom="0px none " data-ccp-padding-bottom="0px"><i><span data-contrast="none">If you do not have access to PIN yet, contact your CEM representative to learn more about joining the PIN community, or click the button below.</span></i><span data-ccp-props="{&quot;335557856&quot;:15790320,&quot;335559739&quot;:0,&quot;335572071&quot;:4,&quot;335572072&quot;:4,&quot;335572073&quot;:0,&quot;469789798&quot;:&quot;single&quot;}"> </span></p>
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