KB Insurance Enhances Agent Communication Skills with AI Speech Coaching Solution

On July 30, KB Insurance announced that it has piloted an artificial intelligence (AI)-based speech coaching solution in its sales training field to improve the quality of communication between agents and customers and to enhance customer satisfaction.

Since last month, KB Insurance has been conducting a pilot operation of CrdiLab's "Sokind," an AI speech coaching solution, for its exclusive agents, Life Consultants (LC) and Total Consultants (TC). This AI speech coaching analyzes various communication elements exhibited by agents during customer interactions, such as language, voice, facial expressions, eye contact, and habitual words, in real time and provides customized feedback.

Through this system, agents are expected to objectively evaluate and repeatedly train their speech and expression habits, thereby strengthening their communication skills with customers and contributing to higher customer satisfaction.

KB Insurance Gangnam Headquarters.

The introduction of this AI speech coaching aims to realize "genuine communication" that enables agents to connect with customers sincerely and earn their trust. This goes beyond simply adopting new technology; it is a case where AI is used as "human-centered technology" to resolve misunderstandings and distrust that have occurred in some insurance sales settings and to restore customer trust, making it even more significant.

This solution was selected as a project for the 2025 KB Open Innovation Program, organized by KB Financial Group. CrdiLab has previously been included in KB Financial's promising startup nurturing program, "KB Starters."

KB Insurance is not only expanding digital experiences through various channels such as customer centers, mobile applications, and both exclusive and non-exclusive agents, but is also internalizing practical education systems utilizing AI, thereby refining its "customer-centered" communication even further.

A KB Insurance representative stated, "Since a single word or expression from an agent can determine customer trust, it is important to have the ability to empathize with and communicate with customers, beyond simple sales skills," adding, "We will continue to expand digital-based innovation to realize customer-centric management in the future."