MS Amlin transforms customer engagement with AI-powered ServiceNow Virtual Agent

Darren Munsey, Head of IT Service Management at MS Amlin, shares insights into the company’s strategic partnership with Infosys BPM to deploy an AI-powered ServiceNow Virtual Agent, designed to enhance customer engagement and service delivery. As a global insurance provider with 3,000 employees, MS Amlin has focused on diversifying interaction channels and elevating the overall service experience. This collaboration marks a significant step toward leveraging advanced AI technologies for seamless, innovative service delivery, with plans to explore further enhancements and automation in the future.