AXA Hong Kong and Macau wins AI - Insurance award at Hong Kong Business Technology Excellence Awards 2025

The company was recognised for its enhanced customer service efficiency and experience through GenAI-powered chatbot.

AXA Hong Kong and Macau received the AI - Insurance award at the Hong Kong Business Technology Excellence Awards 2025 for its first GenAI-powered business solution, Knowledge Bot. 

The Knowledge Bot, which is a Gen AI virtual assistant, supports the Customer Service (CS) team in the AXA Customer Contact Centre by enabling them quick searches for insurance policy details, allowing faster and more accurate responses to customer inquiries. The launch of the Knowledge Bot marks a significant milestone in AXA Hong Kong’s Data & AI transformation journey. It reflects the company’s commitment to modernising business operations and enhancing customer experience through innovation.

Smarter service through AI

The Knowledge Bot (the Bot), built using AXA’s proprietary Secure GPT platform, is powered by Large Language Models (LLMs) and enhanced with Retrieval Augmented Generation (RAG) technology. 

It delivers real-time and concise answers by searching and summarising information from a centralised knowledge base. This base consolidates critical documents used by the Customer Care team in their daily work, and streamlines the knowledge management process, which ensures consistent information for all responses.

Moreover, the Customer Care team can interact naturally with the Bot through a user-friendly web interface. Additional features like keyword search and product dropdowns make it easier to find the right answers quickly.

Several smart techniques were built into the Knowledge Bot. One of these is the LLMOps – Iterative Prompt Refinement, which continuously fine-tunes how the Bot understands and responds to questions. It also has pattern analysis that studies how CS agents handle queries and adapts the Bot to follow similar logic; as well as predictive response that adds helpful suggestions to anticipate potential follow-up questions.

Since launch, the Knowledge Bot has been estimated to have saved 180 manhours per month by reducing time spent searching for information. It also improved response times and reduced agent pressure. Furthermore, this tool enhanced documentation control with centralised updates and version monitoring by both business and tech teams. It is expected to reduce customer complaints as well through continued fine-tuning and quality improvements.

The initial rollout included a selected group of the Customer Care team. The Knowledge Bot’s foundation is designed to be scalable, with plans to expand its capabilities across other business functions.

The Hong Kong Business Technology Excellence Awards honours companies and organisations that are driving innovation, transforming industries, and setting new benchmarks for excellence in Hong Kong’s tech landscape.

The Hong Kong Business Technology Excellence Awards is presented by Hong Kong Business Magazine. To view the full list of winners, click here. If you want to join the 2026 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Julie Anne Nuñez-Difuntorum at [email protected].