DB Insurance, AI Handles Customer Consultations to Underwriting Tasks

On the 14th, DB Insurance announced that it operates a Smart Contact Center service that conducts complete sales and call quality monitoring using artificial intelligence (AI) technology.

[Asia Economy Reporter Oh Hyung-gil] DB Insurance announced on the 14th that it will operate a smart contact center service that conducts complete sales and call quality monitoring using artificial intelligence (AI) technology.

Complete sales monitoring is a service that verifies whether customers have received sufficient explanations about the product and have received key documents such as terms and conditions or application forms when purchasing insurance. Previously, this was conducted via calls or text messages by counselors.

Going forward, AI robocallers will conduct monitoring calls not only to the insured but also to the policyholders through the smart contact center.

The AI robocaller is not a simple one-way ARS system but accurately converts real-time human speech into text, understands the intent, and engages in interactive conversations.

Additionally, AI-based call quality monitoring will be introduced. During the telemarketing insurance contract process, AI analyzes the call content between the insurance agent and the customer to automatically assess whether there are any factors of incomplete sales.

The AI listens to the recordings and checks whether the insurance agent accurately explained the main product details and essential customer guidance before contract conclusion, then either completes the assessment automatically or requests the agent to address any issues.

While it previously took about 42 minutes for a person to review a 40-minute recording, AI assessment is completed in about 3 minutes, allowing immediate confirmation of the insurance contract.

A DB Insurance official stated, "Over two months, AI handled thousands of complete sales monitoring calls daily, exceeding 50,000 calls per month, achieving a success rate of over 99%, which is remarkable," adding, "Having succeeded in building a platform for AI services, we will strive to expand services into more diverse fields in the future."