65438+ 10 On June 5th, Ding Dang, Chairman and CEO of China Ping An Life Insurance Company of China Insurance Company, said in an interview with reporters at the Bund Zhixiang Store that relying on intelligent customer service technology, the company can support 99% of the business online, including policy loan, survival payment collection, policy information confirmation, beneficiary change and claim settlement. By 2022, the service manpower of China Ping An Life Insurance Company of China Insurance Company will save 80,000 people, and the number of customer service stores will increase by 0. "Intelligent customer service technology will bring subversive challenges to the life insurance industry." Dingdong is outspoken.
The so-called intelligent customer service is to apply AI technology to the scene of insurance services. Specifically, there are four main processes.
First, business screening, relying on biometric technology can help organizations identify five identity information including voiceprint, face and fingerprint within 5 seconds, and gain insight into customer needs through human-computer interaction and other technologies, so as to make intelligent recommendations;
The second is risk positioning. Based on biometric technologies such as face and voiceprint, with the help of relevant data from Ping An Group, Ping An Life Insurance Company of China, credit information system and hospitals, customers are identified and risk portraits are matched. Finally, the risk levels of customers and businesses to be done are located according to calculation models such as risk prediction, relationship network and anti-fraud.
Third, online self-help. In the past, it usually took about 3-7 days to collect and sort out the input data manually, but it took 1-2 days for correspondence and manual review. Ding Dang said that in terms of self-service, with the help of technologies and resources such as image recognition, natural language processing and hospital networking, China Ping An Life Insurance Company of China Insurance Company can support the automatic completion of more than 90% low-risk business through decision trees and electronic signatures;
Fourth, the store is in the air. Take the case of China Ping An Life Insurance Company of China Insurance Company as an example. At present, China Ping An Life Insurance Company of China Insurance Company has only 55 stores. Dingdang said frankly that the service of county stores has always been one of the bottlenecks in Ping An Life Insurance Company of China, China. Through the air store, China's Ping An Life Insurance Company of China insurance company can cover the whole world. Up to now, Smart Customer Service has accepted more than 40,000 aviation businesses, with an average of about 500 transactions per day.
"We are not laying off employees, but saving manpower." Ding Dong calculated an account according to the development cost of Ping An Life Insurance Company of China Insurance Company in China in the next five years: At present, Ping An Life Insurance Company of China Insurance Company in China has 90 million customers and 1. 1 100 million policies, of which 60 million policies need to be provided, with more than 300 services and a service period of more than 20 years. According to the management's calculation, by 2020, the service business volume of China Ping An Life Insurance Company of China Insurance Company will triple to about 654.38+0.9 billion. In the traditional mode, the service manpower is 30,000, so in 2020, China Ping An Life Insurance Company of China Company needs 90,000 service manpower theoretically, while in the life insurance industry, it takes two years to train a service expert. Ding dang said that after using intelligent customer service technology, the average service time will be shortened from 4 days in the traditional mode to 10 minute. By 2022, the service manpower will save 80,000 people, and the company does not need to set up new customer service stores.
Ding dang revealed that in the next step, China Ping An Life Insurance Company of China Insurance Company plans to export technology to the whole industry and promote intelligent customer service technology.