100,000 agents were once the “growth engine” that helped an Americas-based insurance group rise to the top ranks of the global industry. But as the market shifted toward digital platforms, that very scale became a bottleneck, causing growth to stagnate for years. The challenge was only truly resolved when an AI-powered platform developed by Vietnamese engineers stepped in, unifying the processes of this massive agent network across 20 countries.
The downside of scale
Despite being the backbone of the business, the insurer’s network of more than 100,000 advisors, spread across 20 countries and built over 135 years, was still struggling with fragmented tools, scattered customer data, and inconsistent product information. Advisory decisions relied more on individual experience than on data or customer insights. Advisors found themselves navigating disconnected information sources, wasting time searching for answers and struggling to provide suitable recommendations to customers. Meanwhile, the company saw its growth stagnate despite significant untapped potential. Transformation was no longer optional, it had become a matter of survival.
This was not a challenge unique to this insurer alone. According to a survey by Baringa, 76 per cent of insurance customers are willing to interact entirely through digital channels, yet only around 35 per cent are satisfied with the current experience.
The challenge is no longer about digitizing individual processes, but about how to standardize operations at a global scale while simultaneously improving sales effectiveness. The bottlenecks within the system only grew tighter.
Unifying insurance operations with AI
Rather than adding isolated solutions, iSuite, FPT’s end-to-end insurance platform, integrated all core business processes into a single unified system, enabling the global insurer to redesign its entire sales journey, from customer engagement and advisory to policy issuance.
The advisory process no longer relied solely on individual experience but was gradually standardized and guided by real-time customer data analyzed through AI.
Within one year of deployment, the insurer saw a 33 per cent increase in new contract value, while the number of MDRT-qualified advisors, an internationally recognized benchmark for top-performing agents, rose by 25 per cent. Beyond revenue growth, the quality of the workforce also improved: decision-making became more consistent, processing times were shortened, and conversion rates improved significantly. From being a back-office support tool, AI evolved into a new “operating layer,” embedded in every daily interaction between the company, its agents, and customers.
Scalable across markets
The success of iSuite in the Americas was not an isolated case. At a Europe-based global insurance group, a similar bottleneck emerged in claims processing, where fragmented workflows and heavy reliance on manual operations resulted in long settlement times and rising operational costs.
Using a similar approach, the entire process was redesigned with AI agents integrated into every stage, from claim intake and assessment to payout. Combined with Intelligent Document Processing (IDP) and automated rule engines, every step was connected and orchestrated seamlessly in real time. As a result, processing efficiency increased by 60 per cent, while customer satisfaction reached 96.3 per cent.
More than a year after its launch, iSuite has now been deployed for over 10 global insurers and insurtech enterprises, while continuing to expand rapidly. Backed by deep industry expertise and flexible implementation capabilities, FPT has become a trusted technology partner in the global insurance market. Its engineering teams can quickly adapt to each client’s unique technical and operational requirements within just a few weeks, enabling measurable value creation from the early development cycles.
The story in numbers
According to Mr. Truong Hoang Phuc, FPT Software Vice President and Director of Global Insurance and Finance, FPT Corporation, the insurance industry is shifting from process-driven operations to intelligence-driven models.
A report by McKinsey & Company shows that while most enterprises have adopted AI in at least one function, the majority remain stuck at the pilot stage; within individual functions, deep deployment rates often do not exceed 10 per cent. Meanwhile, demand for AI adoption in the industry is projected to grow by more than 35 per cent annually, reflecting a transformation that is unfolding far faster than existing systems can adapt.
The story of iSuite highlights a clear reality: competitive advantage no longer comes from merely possessing technology, but from the ability to operationalize it effectively. When data is connected, processes are standardized, and AI participates directly in decision-making, enterprises not only improve efficiency but also create an entirely new operating model, faster, more consistent, and scalable.
Launched at a time when the industry urgently needed a comprehensive solution for its domain-specific challenges, iSuite not only generated $2 million in revenue over the past year from global insurance clients but also demonstrated the ability of a Vietnamese enterprise to master strategic technologies.
Behind iSuite lies FPT’s two decades of experience working alongside more than 200 insurance companies worldwide, supported by a team of over 3,000 experts and more than 500 professional certifications. The platform enables insurers not only to implement solutions but also to proactively design, optimize, and evolve their core technology ecosystems.
More importantly, iSuite reflects a fundamental shift: in the AI era, competitive advantage no longer belongs to the largest companies, but to those that operate most intelligently.
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