Insurance businesses adapting AI to enhance user experience

Insurance businesses have been investing in technology to reach a new level in their competence. Among those, FWD is the first in Vietnam to use FPT’s AI and akaAT to enhance experience for their current users.

The pandemic situation made it impossible for the insurance sector not to face new challenges. However, this also enables new encouragement to quickly adapt modern technology such as AI, Big Data. This speeds up the digital transformation process to help enterprises in this sector to evolve, digitize operation with more efficiency.

With this current trend, in the launch of “Kooki” - the technology assistant, FWD has applied AI in the operation of their Call Center.

According to FWD’s representatives, “Kooki” was developed on the platform of FPT.AI and consists of unique features such as automatic call, automatic two-way interaction to discuss and update with customers on the contract information and fee: payment deadlines, method and status.

“Kooki” stands out with the two-way interaction that is smooth, similar to a real conversation by using gender-based and region-based recordings, of which are in high-quality and realistic accents.

Thanks to the exceptional technology of processing verbal language and models with optimized process of a conversation in Vietnamese, “Kooki” has the ability to recognize the exact requirement from customers, then offer the suitable answer, ultimately creating a smooth, continuous and friendly interaction. 

Estimately, Technology Assistant developed with FPT.AI can start thousands of automatic calls every month, therefore, the operation of a call center can be optimized by 40%.

Mr. Dao Huu Phuc - FWD Vietnam’s Deputy General Manager of the Insurance and IT Specialization - said: “FWD is the pioneer in using Technology Assistant on the FPT.AI in operating call centers. This does not just enhance convenience, but also proves our effort in the digital transformation process, then, change the mindset of target customers on our sector.”

He also stated, besides from FPT.AI, FWD has recently applied aka.AT solution in the process of product testing before finalizing. This helped cut down 40% of human resources, raise the precision in business operation and boost FWD’s capability in serving customers’ needs.

According to FPT’s specialists, akaAT solutions can create more than 13.000 units of data of insurance products from the visual table tool. The more detailed the data is, the more accurate is the automatic testing process. According to the engineers from akaAT, the testing cases for each product is approximately 2.000. The total process can fill up 99% of the missing data in testing flow, ultimately cut down effort in manual testing and increase the accuracy on each regression test.