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The latest data released by the China Banking and Insurance Regulatory Commission shows that the total assets of the insurance industry reached 20.12 trillion yuan at the end of November 2019, breaking the 20 trillion mark for the first time in recent years. As a result, the insurance industry has become another financial sub industry that has entered 20 trillion after the trust scale exceeded 20 trillion in 2016. From the perspective of total assets, it took 35 years to break through the last important threshold of 10trillion; Among them, it took 10 years from 1trillion to 10trillion. Today, from 10 trillion to 20 trillion, it takes only five years

the 20 trillion breakthrough in the past five years marks the rapid development of the insurance industry. At the same time, the transformation of scientific and technological innovation is also a major difficulty facing the insurance industry. Insurance companies are moving their value chain from underwriting, claims settlement, underwriting, services, and marketing to online, and gradually completing the intelligent transformation through artificial intelligence

Tongfang global continues to improve the international influence of China's plastic machinery industry life

Tongfang Global Life Insurance Co., Ltd. (hereinafter referred to as Tongfang global life), which was established by Dutch global life insurance group (AEGON) and Tongfang Co., Ltd. (THTF) with 50% investment respectively. The company officially obtained a business license in 2003 to carry out life insurance business in China

up to now, the registered capital of the company is 2.4 billion yuan, and the asset scale is nearly 12.5 billion yuan. So far, the company has invested a lot of money and manpower in research in Shanghai, Beijing, Jiangsu, Shandong, Zhejiang, and has set up a number of branches in Guangdong, Tianjin, Qingdao, Hebei, Hubei, Fujian, Sichuan, Shenzhen and other provinces

Tongfang, Zhiling future: Tongfang shares, a high-tech listed company, joins hands with Dutch global life, a world insurance giant, to jointly invest in Tongfang global life, aiming to grow together with China's life insurance market. With abundant intellectual resources, leading intelligent thinking and innovative intelligent management, we will shape a win-win future for enterprises and customers with the pursuit of excellence

pain point of customer service

01 the amount of consultation continues to increase

with the growth of business, the amount of business consultation also increases rapidly. In the past, the service methods were mainly traditional and customer service counters, and the human cost was high, and the continuous growth of consultation volume exceeded the load of manual customer service, which was easy to lead to the decline of user satisfaction. With the development of science and technology, customers' behavior habits have been changed, and customers prefer simple and fast access to services

02 has high requirements for the professionalism of customer service personnel

insurance consulting involves a lot of insurance professional knowledge and familiarity with products. Customer service personnel are required to have a lot of insurance professional knowledge and be patient and careful. They have high requirements for the professional quality of customer service personnel. For enterprises, China's experimental machine industry has a history of more than 510 years, and the training cost is also very high

03 text customer service can't meet the demand

in today's developed communication, only relying on users to actively access customer service through text can't meet the service demand of enterprises' people-oriented and active care for users. Therefore, it is urgent to develop the demand for active outbound calls

Zhujian intelligent solution

01 intelligent customer service robot

through the artificial intelligence platform BOT factory developed by Zhujian, the knowledge base and knowledge map are uniformly built and managed to ensure the integrity, strength and continuous updating of robot insurance knowledge. The intelligent customer service robot also supports the call of multiple portals such as app client, official account client, and artificial customer service im backend. The business scope that can be supported includes: insurance type characteristics, whole process services of insurance policy life cycle, equity services, etc

02 intelligent outbound call assistance service

by integrating with the existing traffic platform/customs, docking with the core system, the new IVR navigation menu directly calls the asr/tts service provided by Zhujian, accurately provides the details of various insurance policies, and solves the problems encountered by users in payment

provide active outbound calls, actively remind 5 days before the payment date expires, pay attention to efficiency, strictly control the length of calls, and improve the user experience without causing harassment

what value does Zhujian intelligence bring to customers

1. The average recognition rate of question intention is 93%, and the accuracy rate of question and answer is 96%. Just get the standard answer directly through the robot, so as to double the efficiency and improve the user experience in the original time of serving only one person. It really realizes the double guarantee of accuracy and timeliness

2. A set of knowledge base can be reused on multiple robots, without the need for a robot to build a set of knowledge base, resulting in repeated workload, reducing the preparatory work in the early stage and ensuring the rapid launch of the project

3. Through active outbound calls, the workload of manual customer service is reduced, and the payment reminder provides active care and improves the user experience, which is in line with the people-oriented service attitude of enterprises

from text interaction to voice connectivity, Zhujian intelligent will build a full scene customer service center for Tongfang global life. In the future, it will also carry more intelligent call in and call out capabilities to help Tongfang global life bring more excellent experience to users

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