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From "talking" with robot customer service to entering "life insurance app", you can get insurance benefits with a few fingers, from customizing family insurance plan by intelligent insurance consultant to completing "intelligent compensation" only by uploading data on mobile phone. In recent years, China Life Insurance Co., Ltd. (hereinafter referred to as "China Life") has continuously improved the level of scientific and technological innovation and application, and artificial intelligence has become a "high frequency word" for the company's customer service. It is understood that China Life AI underwriting project has realized the deep integration of big data and artificial intelligence, and built a new generation of underwriting system with better customer experience and more accurate risk identification. At present, China Life Insurance has successfully launched a number of service products such as intelligent underwriting questionnaire, intelligent risk model, intelligent question answering robot, etc.
When the customer applies for insurance in China Life Insurance, the intelligent underwriting questionnaire system can generate personalized notification questionnaires according to the customer's age, gender, region, insurance type and other dimensions. Through "man-machine dialogue", the notification can be completed online within one minute, and the intelligent audit results can be displayed in real time to complete the insurance quickly.
In terms of intelligent risk model, China Life Insurance has constructed and applied the intelligent identification model of serious disease risk and the intelligent evaluation model of standard agent to realize the intelligent screening of risk. Serious disease risk identification model can intelligently predict the risk probability of insurance with disease and effectively prevent the risk of insurance fraud. Since the launch, the positive rate of risk identification has exceeded 90%. The standard body intelligent assessment model can carry out intelligent assessment on the business requiring artificial underwriting, directly underwrite the low-risk business that can be underwritten by standard body, no longer enter the artificial audit, and shorten the underwriting time to second level. Since the standard body intelligent assessment model has been launched, the artificial underwriting amount of the model target policy has been reduced by more than 25%, and the subsequent work efficiency will be further improved through model iteration 。
Intelligent Q & a robot is to provide convenient and intelligent real-time Q & a service for sales personnel by sorting out all kinds of underwriting consultation questions into a knowledge base and implanting them into the sales personnel's hand exhibition tools. The robot can automatically analyze the accuracy and applicability of the answers, and constantly improve the knowledge base through machine learning, so that the retrieval of common high-frequency problems is more accurate.
Innovation is endless. In the future, China Life Insurance will continue to strengthen scientific and technological innovation, continue to enrich and improve Guoshou AI underwriting system, further improve customer experience, improve efficiency, optimize cost, and achieve high-quality development.