Hanwha Life Introduces Tablet-Based Chat Consultation for Elderly and Hearing-Impaired

Hanwha Life announced on the 17th that it has introduced a chat consultation service using tablets for customers who have difficulties in verbal communication, such as the elderly and hearing-impaired individuals.

Hanwha Life tablet chat service usage screen. Provided by Hanwha Life

With the introduction of this service, customers who experience communication difficulties due to hearing loss from aging or hearing impairments can write messages with an electronic pen on a tablet when visiting the customer center to convey their intentions to the consultant. Touch input via the tablet’s on-screen keyboard is also available, similar to a mobile phone. Consultants can accurately understand the customers' needs and process tasks more quickly and precisely.

Hanwha Life introduced this service based on the insight that when customers have trouble hearing during consultations, they tend to speak loudly or repeat the same information, which can prolong consultation times and cause misunderstandings. Another advantage is that it helps prevent the external exposure of consultation content and sensitive personal information that may occur during verbal consultations. Hanwha Life plans to listen more attentively to customers’ voices by expanding this tablet chat consultation service.

Kim Rak-gyu, Head of the Insurance Service Team at Hanwha Life, said, "In the insurance industry where face-to-face sales are important, we built this service to minimize inconveniences that may occur when customers visit the customer center and to provide smoother consultations." He added, "We will continue to expand digital-based customer services that are more convenient for financially vulnerable customers."