Data Analysis-Based Consultation... ABL Life Launches 'Smart Integrated Call Consultation System'

Improving Consultation Efficiency and Enabling Datafication

ABL Life has established a system that provides customer consultations based on data analysis.

ABL Life announced on the 13th that it has launched this "Smart Integrated Call Consultation System."

This system incorporates customer journey management technology. It analyzes various aspects such as the customer's call center entry path, contact history, and main processing tasks to provide "customer behavior prediction information" to call center agents in real time. Through this, agents can quickly identify customer needs, enabling more accurate and efficient customer service.

Additionally, features such as speech-to-text conversion and text analysis are included, converting the conversations between call center agents and customers into text data. The accumulated data is expected to be useful in identifying customer inconveniences and areas needing improvement in consultation tasks.

A knowledge management system and an advanced search engine have also been installed. With enhanced search capabilities, agents can easily find relevant information regarding various customer inquiries such as claim payments, accident insurance benefits, and products, enabling not only prompt customer consultations but also personalized consultations that propose optimal products to customers when necessary.

Choi Hyun-sook, Head of Customer Support at ABL Life, said, "We plan to continue integrating advanced digital technologies into customer service to enhance customer satisfaction."