Digital Transformation and Health & Wellness Journey
Supporting recruitment is our own end-to-end recruitment platform, i-Recruit. This includes smart tools
across pipeline management, selection, interview, and career planning. It is also seamlessly integrated
with the on-boarding process and next stage of agent training and development, enabling a smooth and
personalised new recruit journey from day one.
Our Premier Agents are the best in the industry. We provide support and development throughout their
careers with our comprehensive e-learning platform. We've built a data-driven competency assessment
engine to evaluate and rate each agent across critical skills such as professional knowledge, business
development, performance management and new agent recruitment. By combining the assessment
result with agency leader input, every agent has a tailored training plan to accelerate their development.
Next, we have Master Planner. Our market leading management tool designed for agents and agency
leaders. This is an advanced customer relationship management system providing our Premier Agents
with streamlined marketing and activity management functionalities.
For agency leaders, Master Planner is a powerful tool for team and business management. Leaders
are provided with real-time tracking of key activity and sales information to help improve individual agent
performance, better manage their teams and plan strategically. Master Planner also includes a joint-
field-work system. New agents join real customer meetings with their leader, a critical element of
developing our high-quality, differentiated Premier Agents.
In China our agents have been using social media marketing since 2013. Our integrated WeChat-based
digital platform enables agents to enlarge social influence, acquire and engage prospects and achieve
conversion using a wide range of segment-specific digital content, engagement activities and
campaigns.
Moving to sales, our premier agents are equipped with our fast and seamless end-to-end digital sales
platform, Instant Buy. This includes our Air Sign functionality that enables remote sales. In July, we
launched a new tool for needs-based advisory. This allows our agents to deliver greater personalisation
and focus further on the evolving needs of our customers. With OCR (Optical Character Recognition)
technology and a built-in industry product reference library, the tool performs real-time insurance
coverage analysis for customers and their family, across both AIA and non-AIA policies. We then provide
individualised gap analysis and tailored product recommendation for customers, supported by our data-
driven "people-like-you" function.
Only AIA's Premier Agents have the capability, tools and propositions to provide high-quality
personalised advice that meets the constantly evolving needs of our customers. And our agents are
able to maintain lifetime connection and relationship with our customers through professional and high-
quality service, supported by a one-stop platform for online claims submission and fast and seamless
claim service.
With a fully digitalised agency value chain, the next stage of our TDA strategy is scaling up our use of
analytics and Al. Backed by analytics and using rich data sets, we are building powerful applications to
further drive recruitment scale, enhance quality, and increase productivity through predictive sales and
business management. For example, we launched advanced career appraisal on i-Recruit this year for
better selection and conversion. Powered by dynamic questionnaires and a smart assessment engine,
this provides recruiters with candidate competency assessment and recommendations in real-time.
We are also deploying a powerful predictive performance management model on Master Planner for
early detection, early intervention and early remediation. This continually assesses agent behaviours
and activities, automatically generating analytics with actionable insights for agency leaders to follow
up.
Many of our agent applications and supporting tools are powered by Al and importantly they are all
available to our agents 24 hours and 7 days. Our intelligent Al personal assistant provides our agents
with instant answers on a huge range of possible inquiries from policy information to underwriting rules.
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