Hanwha Life Introduces AI-Powered Virtual Conversation System for Customer Consultation

by Choi Donghyeon

Published 10 Apr.2025 09:27(KST)

Hanwha Life announced on the 10th that it has introduced a system that utilizes generative artificial intelligence (AI) to create customer-tailored speech patterns and provide virtual conversation training.

The newly introduced system is called the 'AI Sales Training Solution (AI STS)'. Agents can use Hanwha Life AI STS to generate customer-specific speech patterns and conduct realistic consultation training through virtual conversations. It also allows agents to guide customers to customized products, thereby increasing customer satisfaction.

Hanwha Life applying the artificial intelligence (AI) sales training solution (AI Sales Training Solution·AI STS) it introduced. Hanwha Life

For example, before meeting a customer, an agent can run AI STS on a tablet or smartphone, and AI STS analyzes the customer's subscription status and coverage details to distinguish between sufficient and insufficient coverage. This categorized data is then used as material for customer-tailored conversations.

The customer-tailored speech patterns are composed of stages such as the latest news, coverage analysis results, product features, and closing. AI STS analyzes the agent’s voice, posture, and overall learning content while delivering the customer-specific speech. There is also a process that provides feedback to reinforce strengths and improve weaknesses.

Shin Choong-ho, Head of the Insurance Division at Hanwha Life, said, "With AI STS, agents can receive timely information to effectively respond to various customer needs, enhancing their consultation and sales capabilities. Customers can receive recommendations for products optimized for themselves, enabling more satisfactory contracts."

AI STS was selected as an innovative financial service by the Financial Services Commission in December last year. The Financial Services Commission designated 65 services from 48 financial companies using generative AI as innovative financial services.

To ensure the reliability of the system, Hanwha Life became the first in the financial sector to undergo third-party verification of AI model security conducted by the Financial Security Institute. This system was introduced this year for the first time to manage security risks of financial companies using AI. It involves performing simulated attacks on AI models used by financial companies to identify vulnerabilities and verify security.

Lee Chang-hee, Head of the COE Division at Hanwha Life, stated, "To ensure the reliability of the system, we worked with the Financial Security Institute not only to implement security measures for innovative financial services but also to conduct AI model security verification. We will continue to develop innovative services combining AI technology with finance and provide them to our customers."