Voya advances strategic use of AI to enhance customer service, operations and employee productivity

Employees enterprise-wide complete AI literacy certification as the company promotes workforce readiness, responsible adoption and practical business applications

WINDSOR, Conn., – Voya Financial, Inc. (NYSE: VOYA) today announced several key AI-driven initiatives advancing its customer service, claims processing, retirement operations and employee workflows, including millions of AI-enabled customer interactions.

As more companies move beyond AI experimentation into organization-wide deployment, Voya is combining intelligent systems with an empowered workforce to deliver faster, more personalized experiences for customers, clients, partners and employees. This approach incorporates broad AI education and adoption among employees, while expanding the suite of AI tools and capabilities it offers to improve service, simplify work and strengthen operational execution.

“We view AI as more than just a technology initiative — it’s a catalyst for reimagining how we serve our customers and partners, and a cultural shift for how we equip our employees to do their best work,” said Rajat Kalia, chief technology officer, workplace technology, Voya Financial. “We are applying AI where it delivers results: helping customers get answers faster, enabling clients and teams to make better decisions and giving employees more time to focus on higher-value work.”

AI Elevating Millions of Customer Interactions and Operations Activities

Voya’s enterprise AI solutions are being applied across a range of customer experiences and operational processes. Current and expanding capabilities include:

• Customer service: AI-enabled support features currently handle 7 million annual customer interactions across multiple Workplace business lines, including more than 2.8 million calls that are resolved through AI-assisted self-service capabilities. Virtual agents used in these interactions received a 96% positive feedback rating and achieved 85% digital resolution.
• Retirement operations: AI tools help process millions of annual email communications by categorizing, prioritizing and routing requests to support an efficient, positive experience for Voya’s Retirement customers.
• Employee benefits: AI is streamlining administrative workflows to reduce processing times and help support greater accuracy and consistency in service quality for customers.
• Cybersecurity: AI is enhancing Voya’s ability to identify emerging threats, protect sensitive information and strengthen oversight of data and AI usage across the enterprise. These capabilities help improve the speed and effectiveness of the company’s security operations while reinforcing a resilient security posture.

Building an AI-Ready Workforce

Voya is helping employees build the skills and confidence needed to use AI responsibly. In the second quarter, nearly 100% of the company’s global workforce completed an enterprise-wide AI Literacy Certification program, creating a shared foundation for broad AI adoption. Today, 98% of Voya employees actively use AI-powered digital assistants like Microsoft Copilot.

In addition, Voya is providing role-based training tailored to specific business functions and leveraging a network of AI Champions who help teams identify opportunities, share best practices and accelerate learning. This summer, a company-wide AI innovation competition generated nearly 300 employee-developed agentic solutions focused on productivity, knowledge sharing and employee experience.

“Technology alone doesn’t create value — people do,” said Thalamus Hill, SVP, enterprise AI strategy, governance and analytics, Voya Financial. “Success depends on how well employees understand where AI adds value, where human judgment is required, and how the two work together to improve outcomes. Building those skills across our workforce is essential to reaching AI’s full potential.”

Innovation Oversight as a Competitive Advantage

As AI adoption accelerates, Voya continues to pair innovation with strong governance, evaluating AI solutions through a rigorous framework that looks at security, compliance and ethics, operational readiness and potential business traction. To date, the company has reviewed nearly 1,000 employee-developed AI agents against this process, ensuring new tools are assessed for both responsible use and practical value before expansion.

“The organizations that realize the greatest impact from AI will be the ones that balance technology, talent and trust,” Hill said. “That balance is central to how Voya builds with AI to continue delivering stronger experiences for customers and clients while helping employees work smarter every day.”

For media inquiries:
Julie Cullen
Voya Financial
(330) 329-7292
julie.cullen@voya.com

About Voya Financial®
Voya Financial, Inc. (NYSE: VOYA) is a leading retirement, employee benefits and investment management company. Voya’s services and solutions help clear the path to financial confidence and a more fulfilling life for individual, workplace and institutional clients, supporting more than 18 million customer relationships. Certified as a “Great Place to Work” by the Great Place to Work® Institute, Voya fosters a culture that values customer centricity, integrity, accountability, agility and inclusivity. Together with customers and partners, Voya employees fight for everyone's opportunity for a better financial future. For more information visit voya.com and follow Voya Financial on LinkedIn, Facebook and Instagram.

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