DB Insurance Launches Customer-Participation Claims System "AI Agent"

From Claim Filing to Payout
AI Agent Provides Immediate Support with No Waiting

DB Insurance announced on the 19th that on the 22nd it launched a customer-participation-based claims system, the "AI Agent (Artificial Intelligence Robo-Teller)" system, in line with trends across the financial industry.

DB Insurance headquarters.

The "AI Agent" developed in collaboration with global AI and AX innovation company Samsung SDS operates based on Speech-To-Text (STT), which converts spoken language into text, and Text-To-Speech (TTS), which converts text into spoken language.

By applying it to the entire process from claim filing to insurance payment, customers can receive guidance on necessary procedures and tailored responses suited to their situation through conversations with the AI Agent, without any separate waiting time.

The purpose goes beyond merely improving work efficiency or automating repetitive claims notifications; it is to enhance customer understanding and engagement, and to realize a transparent and prompt claims service.

When a customer reports an automobile accident, the AI Agent automatically provides initial guidance within 30 minutes, obtains basic information about the accident, and offers a one-stop service that pays out the insurance benefits based on the information collected.

In this process, customers participate in the claims procedure through conversations with the AI Agent, including consenting to the use of personal information, entering information on the repair shop fixing the vehicle, entering treatment details and hospital information, and following the guidance process for cases where treatment has not been received or the vehicle has not been repaired.

For long-term claims as well, the AI Agent provides customer-convenience-centered consultations by not only guiding customers to submit missing documents required for each coverage, but also obtaining consent for the use of personal information over the phone for customers who find it difficult to use non-face-to-face forms.

This content was produced with the assistance of AI translation services.