Transforming the contact center experience with Artificial Intelligence
A New Zealand insurer, Tower, and Deloitte New Zealand have modernized the contact center experience with AI, with the aim of setting a new benchmark for customer service in New Zealand.
The situation
When Tower decided to reimagine its contact center, it collaborated with Deloitte New Zealand to help realize a future-ready vision.
Over the past five years, Tower has undergone a significant digital transformation. As part of a culture of innovation and continuous improvement, the business chose to invest further in digital and data to maintain a leading customer experience and operate more efficiently and effectively.
Tower CEO Paul Johnston says, “Tower has been helping Kiwi and Pacific communities protect what matters most for over a century and a half. To meet the modern needs of our customers, we have worked to digitize and simplify our business and use technology to provide a leading customer experience.”
The solution
Under the leadership of Dr. Amanda Williamson from Deloitte New Zealand’s AI Institute, the team worked closely with Tower Head of Frontline Operations Enablement, Erin Rushton, to design a small pilot project. Using Amazon Bedrock, the pilot explored how AI and emerging technologies could enhance Tower’s customer service through digital transformation.
This project from Deloitte New Zealand’s AI Institute showcased the use of emerging AI technologies to deliver better customer outcomes.
Amanda emphasizes the important role Deloitte plays, “Organizations like Tower have a better understanding of how AI could change the way they work. By collaborating with Deloitte, tailored AI solutions can be developed with support from technology contributors, such as AWS."
Following the pilot, Tower made the bold move to procure an AI-driven contact center. Deloitte New Zealand’s experience, innovative solution design, and earlier trial positioned the team as the clear choice. Tower selected the Deloitte and AWS collaboration as its trusted vendors to deliver this vision, and the project kicked off in late 2024. Tower and Deloitte then embarked on a broader transformation journey, rolling out a comprehensive AI‑driven contact center solution using Amazon Connect.
“We were able to offer Tower our ongoing ‘innovate and change’ service which runs alongside Deloitte’s cloud-managed support to help ensure the platform is optimized, the experience is leading-edge, and Tower receives AI feature releases aligned to their contact center objectives,” continues Kylie. “This service helps ensure that Tower has an evergreen contact center with the latest features, delivering leading customer experience and won’t suffer from a stagnating platform with no innovation.”
“Organizations like Tower have a better understanding of how AI could change the way they work. By collaborating with Deloitte, tailored AI solutions can be developed with support from technology contributors, such as AWS."
-Dr. Amanda Williamson, Deloitte New Zealand AI Institute
The impact
Deloitte New Zealand partner, Kylie Bryant, explains, “We consider Tower as a genuine leader driving innovation in the insurance industry, and this collaboration is important to Deloitte. This is the beginning of Tower’s ongoing progress as they set a new standard for service excellence in the years ahead.”
Amazon Connect is leading the way in speed, simplicity, and efficiency benefitting Tower’s customers and employees alike. Frontline teams benefit from reduced manual effort, improved productivity, and faster onboarding, while customers receive quicker, more consistent service with a scalable platform ready for future AI enhancements. Functions that are now live include real-time call transcription, sentiment analysis, and call summarization. Contact center agents benefit from a single pane of glass that contains customer data and handles channels from voice to email.
About the collaboration
This project illustrates how the combination of AWS’ technology, Deloitte's implementation experience, and Tower's innovation mindset created a blueprint for success that is delivering measurable results.
‘’We are investing heavily in technology to operate more efficiently and deliver better customer outcomes. Our AI-driven contact center is one of the key aspects of this work and we’re incredibly proud of what we have achieved in collaboration with Deloitte. Ultimately, this is about continuing to ensure we are there for our customers no matter what,” said Paul Johnston, CEO of Tower.
Deloitte New Zealand’s dedication to unlocking the full potential of AI helps ensure clients like Tower are equipped to meet today’s challenges and are positioned as pioneers helping to shape the future of customer experience.
This success story is more than a milestone; it is the foundation for ongoing innovation, demonstrating how strategic collaboration and technological excellence can continually raise standards and deliver lasting value across the sector.
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