Kyobo Life Insurance Introduces Digital Customer Service Window... "Reducing Waiting Time"

Kyobo Life Insurance announced on the 18th that it has introduced a digital customer counter to reduce customer waiting times and enhance consultation convenience.

The digital customer counter is a system that connects customers via video with professional consultants at the digital consultation center through a large monitor installed in the Customer Plaza to handle insurance-related tasks.

This counter is designed to be easily used by elderly customers or those unfamiliar with digital devices. Customers can communicate in real-time with consultants on the digital customer counter screen and receive insurance consultation and service at the same level as using a face-to-face counter.

A customer is having a real-time video consultation with a professional advisor at the digital customer service desk installed inside the Kyobo Life Customer Plaza located in Gwanghwamun, Seoul. Provided by Kyobo Life Insurance

The digital customer counter can replace some of the general consultation counters in busy Customer Plazas, thereby reducing customer waiting times. From the company's perspective, the operational efficiency of consultation counters is expected to improve.

Additionally, Kyobo Life Insurance has introduced the first avatar sign language service and real-time chat service for the hearing impaired in the financial sector, significantly improving accessibility for financially vulnerable groups. Security issues were also addressed through procedures such as identity verification.

At the digital customer counter, most insurance tasks can be handled except for some that require original documents and cash transactions, including contract management and accident insurance claim reception and payment.

Currently, the digital customer counter is being operated first at five Customer Plazas in major cities with high visitor traffic. Based on customer feedback, it plans to gradually expand operations to provincial and small cities. This is expected to fill the gap in face-to-face counters in areas lacking Customer Plazas and reduce the inconvenience of long-distance travel for customers.

A Kyobo Life Insurance official said, “The introduction of the digital customer counter is a service designed to reduce customer waiting times and maximize consultation convenience. We will continue to develop various measures that combine the strengths of digital technology and face-to-face services to enhance customer satisfaction.”