Lifenet Insurance Takes a Leap with Next-Gen AI-Driven Contact Center

Introduction

In a significant move towards enhancing customer experience, Lifenet Insurance has implemented conversational AI and AI voice bots in its contact center. This initiative not only promises improved quality of response but also introduces 24-hour services for reissuing deduction certificates, marking a pivotal step towards a future where humans and AI work side by side.

Background of the Project

At Lifenet Insurance, the vision is to establish a next-gen contact center where human operators and AI collaborate effectively. By leveraging AI, the company aims to elevate the quality of responses and provide customers with round-the-clock service. This dual approach also serves to reduce the workload on human operators, allowing them to focus on more complex inquiries.

With the integration of conversational AI and AI voice bots, Lifenet aims to streamline its call flow process. This enhancement has notably improved the quality of service by facilitating quicker and more efficient handling of customer requests, including the reissuance of deduction certificates.

Overview of the New Service

Steps to Access Services

The introduction of conversational AI and voice bots represents a key change in how customers interact with the Lifenet contact center. Previously, the Interactive Voice Response (IVR) system required customers to navigate multiple prompts, causing delays in reaching a human operator. Now, the enhanced inquiry flow allows for natural dialogue with the AI, leading customers directly to either a human operator or the AI voice bot for the reissuance of deduction certificates.

24/7 Deduction Certificate Reissue

In addition to improving the interaction process, Lifenet has developed an AI voice bot flow specifically for handling requests to reissue deduction certificates. Customers can now initiate this request at any time, allowing for greater convenience and aligning with their schedules. This service enhancement caters directly to customer needs, enabling them to complete their requests with minimal fuss.

Future Developments

Looking ahead, Lifenet Insurance has outlined its medium-term plans, announced in May 2024, which focus on its growth strategy, emphasizing "Tech & Services" as a key area of concentration. As a leading online life insurance provider, Lifenet is committed to harnessing technologies such as AI and the basic resident registration number system. These tools will aid in delivering cutting-edge insurance services, thereby further enhancing customer convenience.

Lifenet remains dedicated to providing customers with the best possible insurance experience, from application to payment. The integration of AI into its services underscores this commitment, aiming to create a seamless interface between insurance processes and customer engagement.

About Lifenet Insurance

Aspiring to support each customer’s way of life, Lifenet's corporate philosophy focuses on honest management and providing clear, affordable, and convenient products and services. The company’s manifesto continues to guide its operations as a leading online life insurance provider. By leveraging digital technologies, Lifenet is actively working towards realizing a society where future generations can thrive with peace of mind.

For more information, visit Lifenet Insurance.