On January 15th, "Ping Life Insurance Smart Customer Service Experience Week and Media Open Day" was officially held at the Shanghai Bund Zhishang Store, and Ping An Life Insurance Chairman and CEO Ding Ding explained for the first time the four major companies supporting "intelligent customer service" to achieve all insurance services online. Core competencies, including business screening, risk positioning, online self-service, and in-store. At the same time, it also disclosed the operational value of "smart customer service" over the next five years to reduce costs and increase efficiency of the company.
The event is the first stop of the "Future Season of Science and Technology" for the 30th anniversary of Ping An Group. It also marks the opening of Smart Life Insurance's Smart Customer Service Experience Week in which the company's general managers from all localities will serve as the "one-day manager." In the coming month, Ping An Life Insurance's 55 stores across the country will welcome the service experience week with the general manager of the branch as the manager, inviting customers to experience “Smart Customer Service” in all aspects.
On the open day, Dingdang participated in the whole process of the “manager” as a “shopkeeper” and engaged in the four services of the counter personnel through the “smart customer service” for the remote client to obtain the policy bonus, the policy loan, the customer data change, and the value of the insurance policy. In the past, it was necessary to complete the cabinet.
A customer who successfully completed the loan feedback to Dingdang through the screen: "I did not expect that such a loan business could achieve remote online processing in just 10 minutes, subverting the conventional understanding of the complicated procedures for borrowing money and exemption. The troubles of running around the store, the degree of convenience exceeded expectations."
It is reported that with the launch of Ping An Group's "Finance + Technology" two-wheel drive strategy, the technology has been entrusted to Ping An's core financial business, and the exploration of process transformation, cost control, and service optimization has been fully promoted, and the results have begun to show.
"Smart Service" supports all insurance services online
At present, the number of Ping An Life Insurance customers reaches 90 million, and the service type is complete and the level is more advanced. As the business grows, Ping An Life will face four challenges in all directions in the next five years, including increased pressure on labor costs, expansion of service stores, revolution in the level of risk control to usher in the big data revolution, and average regional customer experience.
With the maturity of AI technology, Ping An Life has accumulated rich and detailed big data relying on more than 20 years of refined, standardized backup services and an ever-improving Internet platform. Through independent research and development, we have pioneered the application of AI technology in the context of insurance services, and built four capabilities: business screening, risk positioning, online self-service, and online stores.
Specifically, in terms of business discrimination, biometrics can quickly identify customer identities and intelligently recommend customer needs through interpersonal interactions and other technical insights. In terms of risk positioning, biometrics technologies such as face and voiceprint are used in conjunction with Ping An Group. Mass data identifies customers and matches risk images. Finally, the risk level of customers and to-do businesses is determined based on risk prediction, relational networks, and anti-fraud calculation models. In self-service processing, image recognition, natural language processing, and hospital networking are used. Technologies and resources such as decision trees and electronic signatures can support the automatic completion of more than 90% of low-risk services; while the building of air-store capacity is based on smart dispatch systems, two-way communication, cloud platform and other technical services. Remote video processing for medium risk business.
Through the construction of the four core competencies, “Smart Customer Service” can support all insurance services, including policy loans, survivorship payments, confirmation of policy information, change of beneficiaries, claims, etc., to be completed online, providing full service pain points for business development. Orientation solution. According to the forecast of Ping An Life Insurance, relying on smart customer service, the length of time for each piece of service will be shortened from 4 days in the traditional model to 10 minutes. By 2022, the service manpower will save 80,000 people, and customer service stores will achieve zero growth. There are 300 million sheets of paper resources and 300,000 tons of reduced carbon emissions.
At the same time, under the “smart customer service” service model, the timeliness of service scenarios such as security, claims, and underwriting are greatly improved, and the average processing time is greatly reduced. 70% of claim clients can pay within 30 minutes, and 96% of insurance can be real-time. Underwriting. Up to now, “Smart Service” has received a total of 40,000 over-the-air services, and it has accepted about 500 daily averages, and it has served customers in Africa as far as possible. The fastest time is 3 minutes.
Ding Dang said that since 2004, it has created a standardized, one-stop backup service featuring “major concentration”. By 2014, it will use mobile APP to expand its service range and improve service efficiency. By 2017, it will fully introduce smart customer service. Ping An Life always Committed to the use of cutting-edge technology, to bring customers simple, convenient and more quality services. At the same time, Ping An Life also plans to carry out technical output, so that the industry-leading technology and services benefit the entire insurance industry and more users.
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