How we use AI at AMP
Last updated: 3 November 2025
Introduction
At AMP, we’re committed to helping our customers invest in their future, build wealth, and retire with confidence. As part of this commitment, we may use Artificial Intelligence (AI) to deliver better services and customer experience. We believe it’s important to be transparent about how and where we use AI, and how it may affect your interactions with us. This statement explains our approach to AI and how we ensure it’s used responsibly and ethically.
Our Responsible AI Framework
We understand how important it is to safely and responsibly use AI. To guide us we have developed a Responsible AI (RAI) Framework. Built on extensive research into global best practices, the framework sets out principles and standards that guide every stage of AI development and use at AMP.
The framework was introduced organisation-wide through mandated training and executive endorsement to ensure all teams understand their responsibilities and our commitment to responsible AI use. This approach helps us ensure that our AI solutions support positive outcomes for our customers.
Our RAI Framework implements the following key principles:
- Fairness: Ensure AI systems are designed and operated to treat all individuals fairly, avoiding bias or discrimination.
- Accountability: Maintain clear responsibility for AI outcomes, ensuring human oversight and the ability to audit and explain AI-driven decisions.
- Transparency: Communicate clearly about where and how AI is used, making AI-driven processes and decisions understandable to customers and employees.
- Privacy and Security: Protect customer data and ensure all AI systems comply with privacy laws and AMP’s data protection standards.
- Reliability and Safety: Develop AI systems that are robust, reliable, and safe, with regular monitoring and testing to ensure they perform as intended.
- Human-centred design: Design AI to benefit and support people, ensuring customers and employees can always access human support and intervene when needed.
How our RAI Framework is integrated into our AI solutions
Our RAI Framework is embedded into every stage of our AI solution lifecycle at AMP. All new AI initiatives undergo a rigorous approval process, which includes risk assessments and Privacy Impact Assessments (PIAs) to identify and address potential privacy risks before implementation, ensuring alignment with our RAI principles. Ongoing checks are completed through regular reviews and monitoring to ensure continued compliance and ethical performance. Oversight of our AI activities is maintained by our AI Council, which brings together executive leaders and subject matter experts from across the business, and key matters are reported to the AMP Board. This approach ensures that our use of AI is carefully managed, transparent, and aligned with our values, so our customers can have confidence in the integrity of our technology.
How we use AI at AMP
Our AI use is designed to make your interactions with us easier, faster, and more personalised. Below are some of the ways we’re currently using AI to improve your experience with us.
While AI helps us deliver faster and more personalised service, it’s important to note that AMP does not use AI to make decisions about you or your accounts. All decisions are made by people at AMP, with appropriate human oversight, ensuring you always have access to human support and judgement.
Contact centre solution
In our Wealth Management and Insurance businesses, we use AI to help our contact centre teams deliver a faster, more personalised service. AI assists our employees by quickly finding the right information, so they can focus on supporting you when it matters most. Calls are also securely transcribed, summarised, and reviewed to help us maintain high service quality.
Adviser solution
In our Wealth Management business, we use AI to help our adviser teams provide a more focused and efficient service. AI captures key information from our calls and meetings with you, allowing advisers to stay fully engaged in the conversation and follow up promptly and thoroughly. Calls are also securely transcribed, summarised, and reviewed to ensure quality and consistency.
MyAMP solution
Our MyAMP mobile app includes an AI-powered chat feature designed to give you quick, clear answers - whether you’re checking your account or have a general question about investments. It’s available 24/7, so you can get support whenever it suits you.
Privacy and security
Protecting our customers’ privacy and securing their information is important to every AI solution we deliver at AMP. We ensure that all data used to develop and operate AI systems is handled in strict accordance with AMP’s Privacy Policy and New Zealand privacy laws. Robust security controls are in place to safeguard personal information from unauthorised access, misuse, or disclosure. Personal information processed by our AI systems is retained only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. After this period, information is securely deleted or anonymised in accordance with our data retention policy. Regular audits, monitoring, and testing are conducted to maintain the highest standards of data protection in our AI processes. Our commitment is to use AI in ways that are safe, secure, and respectful of our customers’ privacy at all times.
Contact and further information
We are committed to transparency about our use of AI, and also welcome feedback. If you would like more information about how AI is used at AMP, or would like to provide feedback, please call us on 0800 267 5494 or email us at marketingnz@amp.co.nz. Our aim is to make sure customers feel empowered and supported.