Collaboration with Global AI BPO Company Ubase
"Minimizing the Risk of Incomplete Sales for Foreign Customers"
DB Insurance announced on December 23 that it launched and began operating the financial sector's first AI agent-based multilingual interpretation service for monitoring complete sales exclusively for foreigners on December 18.
On the 18th, at the Ubase headquarters in Jung-gu, Seoul, Youngseok Jang, Head of DB Insurance Division (left), and Jinwon Mok, CEO of Ubay, are taking a commemorative photo after the opening ceremony of the multinational interpretation artificial intelligence agent. DB Insurance
This service was developed in collaboration with Ubase, a global AI business process outsourcing (BPO) company. By leveraging AI technology, it provides real-time multilingual support throughout the entire process of complete sales monitoring (Happy Call) consultations for foreign customers.
The goal is to accurately communicate all steps of the complete sales process-including confirming the intention to purchase insurance, explaining key contract details, and checking the customer's understanding-in the customer's native language, thereby minimizing the risk of misinformation or incomplete sales for foreign clients.
The introduction of this service is a measure to strengthen financial consumer protection and provide effective safeguards for financially vulnerable groups. Foreign customers are at higher risk of incomplete sales due to their relatively limited understanding of Korea's financial system and insurance products, compounded by language barriers.
The AI-based structure eliminates the need to connect with external interpretation agencies, reducing consultation wait times and improving the continuity of the consultation process. This allows consultants to more reliably verify whether a complete sale has been made in a stable environment. Customers also benefit by gaining a better understanding of their contracts through uninterrupted consultations. The service reduces variations in interpretation quality, ensuring consistent consumer protection standards.
Currently, English, Chinese, Japanese, and Russian are supported, with a focus on languages most commonly used by foreign customers. DB Insurance plans to gradually expand the range of supported languages based on analysis of consultation results and customer feedback.
A DB Insurance representative stated, "The launch of this service is a consumer protection measure that enhances foreign customers' understanding during the complete sales monitoring stage. We will continue to expand the technological environment so that financially vulnerable groups, including foreigners, can confidently use our insurance services."
Meanwhile, DB Insurance has been a leader in introducing various systems to protect financially vulnerable groups. In 2019, it was the first in the non-life insurance industry to launch a 'foreign language three-way sequential interpretation service.' In 2022, it also became the first in the insurance sector to introduce the 'telemarketing (TM) contract mirroring application process' for elderly customers.
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