Insurance company service retrograde strategy in t

2022-09-21
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In the post epidemic era, insurance companies' service "retrograde" strategy

under the sudden attack of the epidemic, the insurance industry is undergoing unprecedented changes. The impact of Internet and digitalization on the insurance industry cannot be ignored. How to correctly examine the historical stage of the industry and the company, clarify their own positioning, connect with the Internet, and find the most suitable way of development is the most concerned topic of current insurance enterprises. Only by correctly understanding the historical development stage of the insurance industry, finding out the pain points that hinder the development, repairing both inside and outside, applying drugs to the symptoms, and taking advantage of the situation to connect, can enterprises achieve steady and sustainable development

the impact of the epidemic on the insurance industry

as an industry managing risks, the insurance industry is facing new opportunities with its professional ability to deal with risks and the special advantages of providing guarantee products, although the relevant business areas are facing certain pressure. The spread of the epidemic has a great impact on agent customer visits, staffing, training and daily management. However, annuities, dividends and other businesses with large amounts often require interviews, so the growth of traditional life insurance premiums relying on agent channels will be under great pressure. The epidemic will greatly affect the sales of new orders in the life insurance industry, because unlike the property insurance industry, most of the annual sales of new orders in the life insurance industry came from the good start in the first quarter, especially small and medium-sized life insurance enterprises

on the other hand, the impact of the epidemic on the insurance industry is concentrated in compensation. Recently, the life insurance department, the property insurance department and the intermediary Department of the China Banking and Insurance Regulatory Commission issued documents separately, requiring all life insurance companies, property insurance companies and insurance professional intermediaries to do a good job in epidemic prevention and control insurance services from opening up a green channel for claims settlement and expanding insurance

all insurance companies responded positively by setting up a green channel for compensation and increasing the insurance coverage. PICC, Ping An, CPIC, Taikang, Pacific and other insurance companies have included covid-19 infection with pneumonia into the scope of protection, and medical insurance products have launched the cancellation of drug restrictions, restrictions on designated hospitals, deductibles, 30 day waiting period and other related services; Accident insurance mainly increases the accidental death and disability insurance benefits caused by covid-19 infection with pneumonia; After the insured of serious illness insurance is diagnosed with novel coronavirus infected with pneumonia by the hospital for the first time, the insurance company can pay a certain amount of insurance benefits

usher in opportunities

opportunities are mainly reflected in the field of health insurance. This sudden outbreak of pneumonia infected by novel coronavirus has strong infectivity, long incubation period, wide coverage, and the possibility of variation. All regions have taken effective measures such as isolation, prevention and control, and delayed resumption of work. In the face of the sudden outbreak of pneumonia, friends have lamented that you never know which comes first, tomorrow or accident. This epidemic has also improved people's awareness of self prevention of diseases and awakened the public's awareness of health risk protection

after almost every pandemic, the insurance coverage rate will increase. Reviewing historical data, the SARS epidemic in 2003 promoted the rapid growth of insurance premium income represented by health insurance. From May to August, during the period when the SARS epidemic was effectively controlled, the year-on-year growth rate of health insurance single month premium was as high as 309%, 265%, 158% and 131%. After the epidemic stabilized, it gradually returned to the normal growth level

with the increasing demand for the prevention and control of the epidemic, the public's demand for long-term insurance, including accidents, medical treatment, serious diseases, fixed life insurance and lifelong life insurance, is also increasing. With the enhancement of insurance awareness, the penetration rate of China's insurance, especially Internet health insurance, is also likely to increase. On the other hand, it also forces insurance companies to constantly innovate insurance products that adapt to market changes and improve claim settlement services

technology helps transform insurance services

the blessing of technology has become the biggest driving force for the development and transformation of China's insurance industry in recent years. Insurance technology is reshaping the value chain of the insurance industry, and some industry leaders have applied AI technology in sales, product development, operations, services and other scenarios. However, in general, the insurance industry is still not intelligent, the operation efficiency needs to be improved, and the comprehensive management cost is high, which affects the underwriting profitability and sustainable development of the industry as a whole. Insurance companies must embrace science and technology with a more positive attitude in order to become new and take the lead in China, the most attractive and highly competitive insurance market in the world. As a leading AI company in China, No.1 Internet has provided various AI products and services for the service, operation and other scenarios of many leading insurance companies, helping them improve operational efficiency and drive business innovation

1. Multi terminal login makes services more efficient

insurance technology products with artificial intelligence as the core technology: intelligent customer service, intelligent text robot, outbound call robot, exhibition tools, etc., all realize remote services and work. Multi terminal login and multi-channel access can respond to emergencies in time. For example, the small a customer service center supports major insurance companies to quickly realize seat remote office and multi platform services. Work on PC, and work at home easily; End work, mobile office, free from geographical and equipment restrictions, and provide services to users anytime and anywhere, which solves the problem that the customer service personnel of insurance companies are temporarily unable to work

2. Customer service robots that understand insurance bring better customer experience

customer service system + text robot has also become a standard configuration for customer service centers. The initial AI application scenario in the insurance industry is intelligent customer service, which ensures 7 * 24-hour service. The intelligent new customer service is received by the robot independently at night, so that the text robot can fill the vacancy of night shift customer service. During the day, the robot completes the front-end reception work, and users who can't deal with high difficulties can be transferred to the manual customer service at any time. The Limited energy is put on the middle and back-end maintenance work, so as to improve the efficiency and service value of labor. When there are not enough manual customer service personnel, the text robot can respond in time. If the robot fails to solve the problem, it will automatically record the demand and arrange manual follow-up. In the event of an epidemic, an epidemic Q & a robot can also be formed through the epidemic related knowledge base to help insurance customers further understand the epidemic and related protective measures, and calm customers' emotions. Better insurance services will help establish a good image of insurance companies

3. Intelligent outbound call, making communication more efficient

intelligent outbound call robot replaces manual dialing, realizes return visit, realizes return visit, notification, marketing and other business needs, marketing and other business needs. The intelligent outbound call robot, which introduces technologies such as ASR and TTS, has the ability of automatic classification through automatic dialing, automatic dialing, natural interaction, multi round dialogue, multi round dialogue, script guidance, automatic classification and other capabilities. It improves work efficiency while saving labor costs, and is highly praised by major insurance companies

through the outgoing call robot to automatically make outgoing calls according to business needs, NLP technology ensures the natural interaction of human-computer language. After the call, the outgoing call results form a report, so as to complete the dialing record of the overall return visit task and generate a work order. There is no need for manual participation in the whole process, which reduces the workload of manual customer service, so as to solve the problem of insufficient customer service during the epidemic period and business peak, which has been affirmed by many head insurance companies. <"/p>

4. Understand the customer's concerns through the data. Signing soeasy

financial managers or agents usually feed back such problems, for example, they have customers on average, but do not know which are potential insurance customers; The assessment task is heavy, there is no time to systematically learn insurance knowledge, want to push to customers, and the speed control is not accurate, do not know what products to recommend; The financial manager often receives the company's promotional materials, forwards the product materials to the customers who are easy to disturb, and fails to achieve good results. He doesn't know how to establish contact with customers in an effective way. With AI product assistant, the problem can be solved once, making it easy to sign the bill

5. Intelligent knowledge base makes the customer service system smarter

the ability of accurate response, professional industry knowledge base and perfect data analysis system are the keys to improve the operation efficiency of the customer service system. Many insurance companies applied text dialogue robots to customer service many years ago. With the rapid development of artificial intelligence technology, the intelligence of the original robots is obviously insufficient: first, the pattern of keyword recognition leads to low semantic understanding, inaccurate question answering, low satisfaction, and high conversion rate; Secondly, the management and refinement of insurance knowledge points are insufficient, and the maintenance of knowledge base is difficult. Semantic management requires manual addition of similar questions, and the investment cost is very high; Moreover, there are few statistical dimensions of data, and the data analysis is not comprehensive and accurate enough to provide an effective reference for improving customer service

with industry-leading technology and rich landing experience in the insurance industry, Xiao a upgraded its original customer service robot. Compared with the old robot, the small a robot is more intelligent:

accurate response: Based on natural language processing (NLP) and self-learning ability, it can accurately understand the user's intention and answer the user's pre-sales and after-sales questions about financial insurance, endowment insurance, health insurance, children's insurance, accident insurance and other different types of insurance

self learning: the structured knowledge management system based on knowledge map can realize multi-channel and multi knowledge point answer classification and marking, mine new knowledge points in dialogue corpus, draw inferences from one instance, expand similar questions, and cooperate with five research institutions from Italy, Spain and Germany to intelligently screen ambiguous questions and answers, one click optimization, and reduce robot training costs

know what it is, and know why it is: the perfect data analysis ability covers the dimensions of data information of various channels, knowledge point access data, satisfaction statistics and analysis, manual problem statistics and analysis, public opinion analysis, hot spot analysis, etc., summarizes insights from the data, and helps improve operation efficiency

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