AI at Prudential Amplifying human potential to better serve our customers

By Scott Case and Vicki Walia

Highlights:

• Company: Artificial intelligence (AI) is a core part of Prudential Financial's business strategy and a driver of growth, productivity, and execution excellence. More than 260 AI use cases are active across the firm, with more than 2,300 employees using agentic AI.
• Customers: Prudential uses AI to deliver better customer experiences, including faster underwriting and claims processing, while deploying the technology securely and responsibly.
• Employees: Prudential takes a human-centered approach to AI. We are investing in people and skills through programs like the Tech-Ready Academy, delivering capabilities and tools that drive real productivity outcomes in areas like software engineering, while keeping humans at the helm in making consequential decisions.

AI is becoming part of how work gets done at Prudential - not as a side project, but as a core part of our business. We see AI as a catalyst for growth and a way to move faster, work smarter, and better support our customers and one another.

Here's how we're approaching AI today.

1. Our company: scaling AI to drive impact and growth

AI is already embedded across Prudential, and we're moving beyond experimentation and into everyday use. With more than 260 AI use cases in development or production, our focus now is on scaling what's working and doing so thoughtfully. That means staying focused on what matters most, being clear about where people add the greatest value, and keeping humans at the helm when it comes to consequential decision-making.

We're using AI to streamline processes, improve speed and quality, and strengthen execution across the business - from reducing underwriting and claims processing timelines from weeks to days, to automating loan and statement processing to save thousands of manual hours, to building pricing models for annuity products in one-fifth of the time it used to take. As of May 2026, more than 2,300 Prudential employees are using agentic AI tools to speed up software development and drive meaningful productivity gains.

At the same time, we are pursuing the biggest bets that will have the most impact. In April 2026, longtime Prudential technology leader Bob Bastian stepped into the role of chief data and AI officer to drive this work forward. We're intently focused on prioritizing AI investments that advance our strategy, strengthen our data foundation, and allow us to scale capabilities responsibly as a company. This involves close partnership across our businesses and capabilities so that technology, people and processes all work together seamlessly.

2. Our customers: delivering better experiences, responsibly

Everything we do starts with the customer. Our business shows up in moments that require care and trust - supporting institutional and retail clients and people as they protect their families and plan for the future. AI is helping us deliver in those moments by taking on more routine work, so our people can focus on listening, understanding, and responding with empathy.

A powerful example comes from our U.S. life insurance claims experience. AI extracts data from customer conversations and policy systems and documents to automate routine steps and help ensure the accurate and timely payment of claims. That allows our professionals to focus on what matters most - delivering compassion, clarity, and empathy during a profoundly important moment for customers. By using AI to put the most relevant customer and policy insights at our representatives' fingertips, we've also reduced call and case handling times by up to 20%, improving speed without compromising care.

AI is also supporting the sales process within PGIM's asset management business and improving the experience for wholesalers and clients. PGIM's sales chatbot has handled nearly 5,000 queries as of May 2026, giving Global Wealth wholesalers access to fund placement data, performance, fees, and commissions - now in seconds instead of minutes.

As we expand how we use AI, we're being very intentional about doing this work the right way. Our Responsible AI framework guides how AI is developed and deployed across Prudential. Every use case is evaluated to ensure it meets regulatory obligations and aligns with data and security standards - because trust is essential to delivering lasting value for customers.

3. Our people: preparing for a new way of working

AI represents one of the biggest shifts in decades in how work gets done. It's not just about new tools - it's about rethinking workflows, roles, and how value is created end to end. As work changes, so do the opportunities for people to grow, adapt, and contribute in new ways.

We are as committed to investing in our people as we are in the technology itself. Across Prudential, we've rolled out a suite of AI tools to help employees work more productively, including Nadia, a personalized coaching platform that supports learning, development, and career growth. We're encouraging employees to learn by doing and steadily building AI fluency across the organization and in the flow of work.

In support of that effort, we launched the Tech-Ready Academy to build skills and scale adoption of AI tools across the workforce. Through short, practical skills workshops and learning pathways, we've seen proficiency increase and confidence grow across teams. We've also introduced more specialized training in areas such as large language models, prompt engineering, and agentic AI.

By equipping employees with the right tools and meaningful opportunities to grow and develop, we are building an organization that is ready for the future.

Looking ahead

AI is already making a difference at Prudential, and we have significant, exciting opportunities ahead as we scale its impact and drive value. What gives us confidence isn't just the technology itself, but how we're approaching it - with care, discipline, and a clear focus on our company, our customers, and our people.

Used well, AI won't just help us work faster. It will help us work better - becoming more effective, more competitive, and more connected to the people we serve. That's the opportunity in front of us, and it's one we're committed to pursuing together.

Scott Case, head of Global Technology and Operations, and Vicki Walia, chief people and experience officer, co-lead the Prudential Center for AI, established in early 2026 to govern and strategically scale AI across the enterprise.

The Prudential Insurance Company of America, Newark, NJ, and its affiliates.