Thai Life Insurance Public Company Limited was honoured at the Asian Innovation Excellence Awards 2025 in the Thailand Learning & Development Innovation of the Year – Life Insurance category for its “TLI Agent Role Play (AI)” platform. This initiative has transformed agent training across the company’s network by integrating human-centred artificial intelligence.
The “TLI Agent Role Play (AI)” system uses an AI engine that assesses vocal tone, speech pace, and filler words in real time. After each session, it provides an immediate, detailed report highlighting agents’ strengths and areas for improvement. The analysis measures accuracy, composure, and delivery, enabling trainers to tailor follow-up development.
Since its introduction, the platform has helped new agents build confidence in client interactions and shorten the time needed to reach proficiency. Unlike traditional role-playing, which depended on fixed schedules and trainer availability, agents can now practise anytime using customer profiles that reflect real-life field conditions.
The system also offers comprehensive performance tracking, allowing learners to privately review results, repeat exercises, and monitor their progress over time.
Enhanced by multi-language options and camera-based evaluations, this structured approach has delivered measurable improvements in agent readiness and raised overall training quality.
This accolade underscores Thai Life Insurance’s dedication to innovation that empowers employees and boosts customer service. By adopting advanced AI tools for agent development, the company is modernising its training and preparing its workforce to meet changing client demands with assurance and professionalism.
The Asian Innovation Excellence Awards recognise companies that drive measurable progress and solve key challenges through innovation and operational excellence across diverse industries in Asia.