FWD GROUP
“ I expected them to talk about sales targets and upselling,” Sandeep admits.“ But they focused entirely on empathy and being there for customers. When your team naturally echoes your values without prompting, you know your culture is working.”
AI enhances security and fraud detection While focusing on customer experience, FWD also recognises the importance of security and fraud detection. The company has implemented AI-based systems that analyse customer data to identify potentially fraudulent transactions.
“ We’ re a very data-driven organisation,” Sandeep explains.“ When data enters our backend systems, our fraud detection module immediately analyses customer history and other key indicators.”
This system examines various data points, including previous claims history and beneficiary details, to assess the likelihood of fraud. The company is also developing predictive analytics capabilities to identify patterns associated with fraudulent behaviour.
“ Our AI systems are constantly learning,” Sandeep says.“ We use predictive analytics to identify when an agent or customer shows a higher propensity for problematic behaviour. This allows us to intervene early with targeted monitoring rather than reacting after an issue occurs.”
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