What policyholders really want
Before turning to technology, it is worth examining the fundamental needs: what do people expect from their pension provision? The answer is clear: transparency, clarity and simplicity. Flexibility and individuality. Security and stability. And above all: trust in their adviser and their provider.
This is precisely where AI comes in. Not as a replacement for personal relationships, but as a tool that reduces complexity and creates genuine added value.
AI as a driver of efficiency
At PensExpert, AI is today deployed in a targeted way across four areas:
- In administration and development, AI handles the processing of large volumes of data, supports routine tasks such as document verification and helps to automate workflows. This frees up capacity for what truly matters: the advisory relationship.
- In the area of knowledge and education, AI enables interactive explanations, visual representations of complex pension concepts and the simulation of personalised scenarios. Making pension provision understandable is not a nice-to-have – it is a genuine differentiator.
- In marketing, AI supports content creation, translation and personalised communication. The message remains authentic – AI sharpens the strategy, but does not replace the human voice.
- In meetings, AI transcribes and translates in real time, assigns tasks and makes multilingual collaboration more efficient.
The hybrid model: people and AI
The centrepiece of Arta Lulaj's presentation was the hybrid advisory model. AI prepares: it analyses, simulates scenarios and structures information. People decide: they listen, provide emotional context, take responsibility and build trust.
People plus AI, not AI versus people.
Arta Lulaj
Partner, Member of the Extended Executive Board, Head IT and Digitalisation
This principle runs through every life stage of pension provision – from ongoing advice through life events such as purchasing a home or partial retirement, right through to withdrawal planning at full retirement.
The vision: a personal life agent
Taken further, this opens up a compelling prospect: an AI-powered pension companion available around the clock. One that knows a person's complete pension situation, recognises changes in their life – such as the birth of a child, a reduction in working hours or a career change – and provides timely recommendations.
In practice: "Alert: your pension gap is increasing by CHF 180,000. An additional contribution to pillar 3a would be fiscally advantageous."
Guidance through data. Decisions through personal conversation.
Reality: navigating the existing framework
As significant as the potential is, the challenges are equally clear. Legacy core systems at pension funds and banks, the absence of technical platforms for integrated solutions and siloed data sets all complicate implementation. Strict data protection and governance requirements add a further layer of complexity – particularly when handling sensitive pension data, where diligence is paramount.
Conclusion
Pension provision remains a business built on trust. Technology can support – but trust cannot be delegated. AI creates efficiency and opens up new possibilities. It gives advisers more time for genuine, individual client relationships.
And that is precisely the strength of PensExpert: personal, individual – and increasingly supported by technology.
