Hanwha Life Introduces AI Across Call Center Operations

Artificial Intelligence Contact Center (AICC) Now Open
AI-based system streamlines customer service and enhances efficiency
Consultation bot reduces wait times and supports various tasks

Hanwha Life announced on the 4th that it has opened an Artificial Intelligence Contact Center (AICC).

The AICC is an AI-based call center. It utilizes artificial intelligence technologies such as natural language processing, voice recognition, and text analysis to streamline customer center operations.

Hanwha Life 63 Building. Provided by Hanwha Life

The ‘consultation bot’ technology has significantly reduced waiting times for consultations. Customers can handle simple inquiries anytime through the consultation bot. If they want to connect to a human agent, the system is designed to connect them to a professional counselor.

The consultation bot enables complete sales monitoring for all products. It asks questions like whether the customer received sufficient explanations when purchasing insurance and whether they have received the necessary documents for subscription, checking the sales process just like an actual counselor.

The consultation bot also supports premium payment reminders. While receiving guidance, customers can immediately transfer any overdue premiums, helping to maintain their insurance contracts.

AI is also utilized while a human counselor is conducting a consultation. The AI converts the conversation into text in real time and recommends appropriate responses based on the inquiry.

An environment has been established where new counselors can freely practice by conducting mock consultations with AI.

Hanwha Life expects that the efficiency of counselors’ work and customer convenience will improve. The AICC has the advantage of being able to handle multiple customers simultaneously and allowing consultations whenever customers want.

Existing counselors can expand their roles as specialized counselors focusing on more complex and professional inquiries.

Jeon Gyeongwon, team leader of Hanwha Life DataLAB, said, “We expect that the introduction of the AICC will improve both counselors’ work efficiency and customer convenience,” adding, “We will continuously advance the system by expanding the range of tasks that the consultation bot can perform.”

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