Meritz Fire & Marine Insurance Launches AI-Based Customer Voice Bot Service

[Asia Economy Reporter Changhwan Lee] Meritz Fire & Marine Insurance announced on the 11th that it has launched the 'AI (Artificial Intelligence) Voice Bot' service, an AI-based voice consultation service for customers.

Meritz Fire & Marine Insurance's 'AI Voice Bot,' which uses natural language processing technology through machine learning, has expanded its scope of work to include not only basic tasks such as insurance consultations but also renewal contract management, premium payment, and account registration and changes.

In particular, the AI Voice Bot, trained mainly on insurance terminology and previous consultation records, is capable of handling tasks comparable to those of actual agents. The company expects that it will quickly process about 200,000 various inquiries per month without connecting to a human agent, thereby enhancing customer convenience and satisfaction.

Additionally, if customers wish, they can be immediately connected to a professional agent, who can efficiently respond by pre-checking the AI Voice Bot's customer interaction flow and conversation history.

A Meritz Fire & Marine Insurance official stated, "Through the voice bot, work efficiency in non-face-to-face channels will improve, and the difficulty in recruiting agents will be resolved. Customer responses have been positive, and we plan to expand the application of the voice bot to other business areas in the future."