China Life (Overseas) launches AI tools to streamline service in Hong Kong and Macau
China Life Insurance (Overseas) Company Limited has introduced two AI tools built on the DeepSeek V3 model to support customers and financial advisors across Hong Kong and Macau. The rollout targets accuracy, efficiency, security, and compliance with regional insurance requirements.
24/7 AI assistant for policyholders
Through the OneService app, policyholders can get real-time answers around the clock. For issues that need specialist input, the assistant hands off to human service staff during office hours.
- Policy status and policy value
- Maturity details
- Service application procedures
- Premium payment methods
The goal is clear: let AI clear routine inquiries fast and free up staff for higher-value cases.
Knowledge retrieval for financial advisors
Within the OnePartner system, advisors can query the company's official knowledge base using natural language. This improves search speed and helps standardize answers across teams.
- Product information and underwriting requirements
- Policy services and claims processes
- Customer service guidelines
Why this matters for insurance teams
- Deflects high-volume, low-complexity questions and shortens wait times
- Improves answer consistency by anchoring responses to the official knowledge base
- Supports regulatory alignment across Hong Kong and Macau markets
- Keeps complex cases with human specialists, preserving quality and trust
Implementation notes to consider
- Define clear triage and escalation rules from AI to human support
- Maintain tight content governance for the knowledge base the model references
- Track core metrics: containment rate, first contact resolution, average handle time, and CSAT
- Review data security controls and audit logs to meet internal and external compliance expectations
China Life (Overseas) highlights compliance with local standards across both markets. For reference, see the Hong Kong Insurance Authority and the Monetary Authority of Macao.
For teams building similar capabilities
If you're upskilling your staff to work effectively with AI-assisted service and advisory tools, explore role-based training options here: Complete AI Training - Courses by Job.
Bottom line: this approach separates simple from complex work, improves response speed, and strengthens consistency-without losing the human touch where it counts.
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