Heungkuk Fire & Marine Insurance announced on the 26th that it has established an Auto Quality Assurance system for telephone subscription call quality monitoring using digital voice analysis technology. As a result, the average time required for call quality monitoring during insurance subscription via phone has been reduced from 40 minutes to under 10 minutes. This means that the time it takes for customers to complete their insurance subscription has also been shortened accordingly.
This system analyzes recorded calls between customers and insurance planners based on voice analysis technology. It checks whether the necessary information was properly conveyed during the insurance contract process and reviews whether it passes the criteria. If all mandatory information is delivered without omission, it is judged as "Pass"; if there are missing parts, it is judged as "Supplement." For contracts judged as needing supplementation, a person listens to the voice recordings and conducts monitoring again.
According to current insurance supervision regulations, more than 20% of insurance contracts made via phone must undergo call quality monitoring. Previously, monitoring was conducted manually by listening to voice recordings one by one, taking about 40 to 50 minutes per case. However, with the introduction of the automated system, monitoring is now possible for all telephone subscription cases, and the time required has been reduced to under 10 minutes.
A representative from Heungkuk Fire & Marine Insurance stated, "The ultimate goal is to reduce customer waiting time to enhance convenience and completely eliminate the possibility of incomplete sales," adding, "Since the time required to complete insurance subscriptions has significantly decreased, we expect the sales efficiency of insurance planners to improve as well."
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