Gautam Roy, senior vice president and chief technology officer at Unum, sat down with Jayme Hart, head of insurance at AWS, at re:Invent 2023 to discuss Unum’s journey to deliver outstanding, frictionless services for every customer interaction — from its contact center transformation to the development of customer-facing portals and applications. Gautam also discusses Unum’s approach to leveraging generative AI while keeping a human in the loop to ensure customer empathy.
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