Dongyang Life Expands Digital Finance... "Focusing on Improving Customer Convenience"

AI Customer Service Center and Pre-Approval System Construction

Dongyang Life Insurance is promoting digital transformation by applying IT technologies such as artificial intelligence (AI) across its customer service and overall operations.

According to industry sources on the 21st, Dongyang Life Insurance is operating an 'AI Contact Center' built to improve customer convenience and work efficiency. In collaboration with Naver Cloud, the company integrated insurance and retirement pension services into the cloud-based 'Clova Ai Call' solution, enabling AI-driven responses to customer inquiries.

Since the AI Contact Center was first introduced in November 2021, the proportion of customer guidance handled by AI rose from the high 30% range to the 80% range by last September. The efficiency of customer service representatives also increased. The notification rate by agents dropped below 20%, reducing the workforce required for simple guidance and notifications by about 40-50% compared to before the AI Contact Center was implemented.

In particular, by handling simple guidance and notification cases through AI, the consultation time for other customer inquiries has decreased, and consultation services can now be provided even after the usual contact center operating hours.

Earlier this year, Dongyang Life Insurance also established a pre-underwriting system to enhance customer convenience and strengthen the competitiveness of sales channels. For customers who have completed prior consent, underwriting results are provided during the subscription design stage to quickly inform whether insurance enrollment is possible. This simplifies the application process and allows real-time notification of underwriting results, making insurance enrollment easier and improving underwriting work efficiency.

Recently, Dongyang Life Insurance formulated an Information Strategy Plan (ISP) and unified its decision-making system by transforming the existing IT Operations Headquarters into a Digital Headquarters. A representative from Dongyang Life Insurance stated, “Securing customer convenience is more important than ever in the rapidly changing digital finance era. We will continue to expand investments in the digital sector and utilize various digital technologies to provide customers with optimal responses tailored to their needs.”

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