In the era of rapid development of 5G information technology, the insurance industry has entered the network stage from the initial digital stage, and has reached the current intelligent upgrade stage. In the evolution of the insurance market, emerging technologies such as artificial intelligence, cloud computing, and big data are the core driving forces for the insurance industry to usher in "intelligence".
With the gradual maturity of the development of Internet technology and AI intelligent technology, traditional insurance sales, loss assessment, claim settlement, customer service and other services can no longer meet the diversified insurance needs of consumers in the new era. Artificial intelligence applications will accelerate their entry into various insurance fields. On the one hand, empower the insurance industry to realize "smart" insurance customer service, improve customer viscosity and contacts, and increase customer experience. At present, the application of Jiaxin intelligent customer service in the insurance industry is mainly concentrated in the fields of intelligent contact center, omni-channel intelligent online customer service, intelligent outbound call, intelligent quality inspection, etc., with digital operation solutions, creating intelligent omni-media for insurance companies customer service system.
· AI+ insurance solution:
1. Omni-channel intelligent service management platform
A unified service management platform that integrates intelligent online customer service, intelligent contact center, and intelligent robots, and one-stop intelligent online customer service that integrates official website, APP, WeChat and other omni-channels. Agents can accept requests from insurance customers in the same system, Create a one-stop omni-channel integrated customer service system to realize the "Internet +" development strategy for insurance companies.
2. Optimize artificial intelligence
Accurately respond to business scenarios such as security services, policy inquiries, and new contract return visits, greatly increasing the number of visitors received, replacing more than 80% of the workload of manual customer service, improving work efficiency and customer satisfaction, and truly realizing human- machine intelligent collaboration . Reduce labor costs of insurance companies.
3. "One-stop" information service platform
The open interface design of the system deeply connects and integrates the customer service system with multiple business systems such as the management of insurance companies, electric insurance, new contract return visits, and customer service systems to achieve information sharing, break the "information island" model, and improve overall customer service level, providing insurance companies with a more convenient "one-stop" information service management platform.
4. Remote video identity verification (face recognition)
Combined with the face recognition system, the insurance customer service can communicate with the policyholder remotely "face-to-face", realize online claim settlement, online real-name authentication, living status verification, video customer service customer identification and other services, quickly verify the identity of the policyholder, personal credit status, etc., Let policyholders enjoy VIP-level treatment throughout the process, save business processing time, and bring positive improvements to corporate brand influence.
· Intelligent assistance accelerates the efficient development of insurance business:
- Intelligent outbound call system
Most insurance companies need to invest a lot of manpower and time in telephone return visits in insurance sales, underwriting, reminders, renewal notices, new contract return visits, etc. Jiaxin intelligent outbound call system can complete return visit tasks efficiently, accurately and independently, saving staff 90% of the cost was saved for the insurance company, and the effect of cost reduction and efficiency increase was remarkable.
- Intelligent voice call assistant
It can help insurance companies realize comprehensive services such as intelligent business consulting, business processing, and information query. Through intelligent data analysis, it can actively judge the intention of customers' incoming calls, intelligently identify user intentions, query and match insurance business in real time, and directly improve service efficiency by more than 20%. Service satisfaction is over 99%.
- Intelligent Voice Quality Inspection
It can conduct quality inspection and analysis on the recording data of the agents in the contact center of insurance companies, and conduct comprehensive quality inspections on the business capabilities and service attitudes of the agents, so as to realize the comprehensive monitoring of the call quality of the agents by the enterprise, which can improve the efficiency compared with manual quality inspection More than 80%.
For various business scenarios of insurance companies, Jiaxin helps insurance companies comprehensively improve their management efficiency and service quality in the "sales, service, marketing" customer contact system, and helps companies improve customer experience and brand influence with more efficient and convenient services , forming a smart, shared, and open comprehensive service ecosystem. Under the promotion of "smartization", the smart upgrade of the insurance industry can be expected in the future~