AIA China Strengthens AI Partnership to Improve Customer Service
AIA China has deepened its collaboration with Xiao-I Corporation through a new one-year agreement valued at RMB 3 to 4 million. This deal focuses on expanding the use of artificial intelligence (AI) in AIA’s customer service operations, incorporating Xiao-I’s AI-driven engagement tools powered by the Hua Zang large language model (LLM).
Key Features of the AI Integration
The enhanced partnership enables AIA China to deploy a comprehensive AI platform that includes:
- A virtual assistant supporting service agents
- Automated chat services
- Real-time interaction tools
- A centralised knowledge hub
- Outbound communication systems
All these tools operate within a unified AI framework that manages voice, text, and data inputs simultaneously. The Hua Zang LLM brings natural language processing and real-time decision support, allowing for contextual awareness in conversations. This setup helps reduce fragmentation across service functions and automates routine tasks while keeping human involvement where necessary.
Insurance Sector’s Focus on Digital Infrastructure
A spokesperson from Xiao-I highlighted that this renewed partnership reflects AIA China’s commitment to enhancing operational agility through AI while maintaining a human-centered customer experience. The integration of Hua Zang LLM across services aims to streamline processes without compromising service quality.
Consumer Perspectives on AI in Insurance
Recent research by GlobalData involving over 5,500 participants across 11 countries reveals that most consumers see clear benefits in AI for insurance services. Key findings include:
- 73.8% believe AI reduces wait times for support
- Approximately 71% think AI streamlines internal processes
- Similar numbers trust AI’s ability to detect patterns better than humans
Despite these advantages, some consumers remain cautious. Concerns about transparency, privacy, and fairness persist. Confidence in AI tools depends on clear communication from insurers about their use. Many users feel the technology needs further development before adoption at scale, which affects trust.
Human interaction continues to play a vital role in insurance services, complementing automation and improving availability and speed.
For insurance professionals exploring AI’s practical applications, understanding these dynamics is key to implementing solutions that balance efficiency with customer trust.
Learn more about AI applications and training opportunities at Complete AI Training.
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