DB Insurance, Complete Overhaul of Call Center and Consultation Center IT Infrastructure

Establishment of a Non-Face-to-Face Remote Consultation Environment for All Counselors for Timely COVID-19 Response

A DB Insurance call center employee is working remotely handling consultation tasks.

[Asia Economy Reporter Ki Ha-young] DB Insurance announced on the 14th that it has completely rebuilt the call consultation system environment with Arisis for its customer call center and more than 20 regional consultation centers nationwide, opening the industry's best IT environment optimized for call consultation tasks.

The biggest feature of the newly rebuilt call center and consultation center IT environment is the establishment of an optimal platform based on customer experience that is stable, maximizes efficiency, and is compatible and interoperable with the latest technologies of the 4th Industrial Revolution era (artificial intelligence (AI), omnichannel, etc.). The company explained that this lays the foundation for perfect customer consultation services through predictive customized agent connection based on customer information and journey, as well as call tracking analysis.

A DB Insurance official said, “We have also been able to provide a perfect non-face-to-face remote consultation environment for all agents to respond proactively and timely to customer consultation calls and to respond stably to the novel coronavirus infection (COVID-19).” He added, “All indicators are optimized to be analyzed based on big data, enabling us to secure better competitiveness for the company.”