NongHyup Insurance Introduces AI-Driven Contact Center to Boost Customer Consulting
NongHyup Insurance has launched a project to build an artificial intelligence contact center (AICC) focused on improving customer consulting services. This initiative targets enhancing the quality and efficiency of handling approximately 3 million customer consultations annually through AI technology.
Key Features of the AI Contact Center Project
- Development of a knowledge management system (KMS) for better consultation support
- Integration of generative AI-based consulting assistants
- Implementation of chatbots and voice bots to support customer inquiries
- Introduction of a hybrid consulting system where AI handles simple requests and expert consultants manage complex or sensitive issues
- Utilization of speech-to-text (STT), text analysis (TA), and natural language processing (NLP) technologies to enhance consultation accuracy
The project is scheduled for completion by 2027. NongHyup Insurance aims to reduce the average consultation time from 4 minutes to 3 minutes and increase the rate of self-service processing by customers to over 15%.
Balancing AI and Human Expertise
The hybrid consulting system will allow AI to efficiently manage straightforward inquiries, freeing up professional consultants to focus on more complex or emotionally sensitive cases. This approach is expected to improve response times and consultation precision, ultimately enhancing the overall customer experience.
A representative from NongHyup Insurance highlighted that this project will enable quicker and more accurate responses to customer needs, contributing to sustained innovation in customer experience (CX).
For insurance professionals interested in AI integration and customer service automation, exploring relevant AI training resources can be valuable. Courses covering AI tools and automation techniques are available at Complete AI Training.
Your membership also unlocks:
