Innovative solutions streamline simple inquiries through bots, while human agents remain available for more complex challenges.
China Life Insurance (Overseas) Company Limited has unveiled two cutting-edge artificial intelligence (AI) tools specifically designed for the Hong Kong and Macau markets, intending to enhance customer support and bolster its sales team.
The company has introduced a round-the-clock AI assistant tailored for individual insurance clients, alongside an AI-driven knowledge retrieval system for its financial advisors.
Both solutions are built on the advanced DeepSeek V3 model and are adept at processing natural language inquiries.
According to China Life (Overseas), these systems were developed with a keen emphasis on accuracy, efficiency, security, and adherence to regulatory standards, aligning with the specific needs of the insurance sectors in Hong Kong and Macau.
The AI assistant is accessible via the company’s OneService app, enabling policyholders to make immediate inquiries at any hour of the day. It can deliver information regarding policy status, policy value, maturity details, service application processes, and premium payment options.
For more intricate matters, the AI system can seamlessly redirect customers to human agents during office hours. This strategy allows for the efficient handling of basic inquiries by AI, while ensuring that specialized support is available for complex issues.
Simultaneously, China Life (Overseas) has introduced an AI-enhanced knowledge retrieval tool within its OnePartner system for financial advisors. This tool empowers advisors to conduct searches within the company’s official knowledge base using natural language, facilitating access to information on products, underwriting criteria, policy services, claims procedures, and customer service protocols.
In conclusion, these innovative AI tools signify China Life Insurance’s commitment to improving customer experiences and empowering its sales force, making insurance processes more efficient and user-friendly.
