Nonghyup Life customer-facing chatbot

Project overview

Founded in 2012, Nonghyup Life is an affiliate of NH Nonghyup Financial Group and the fourth-largest life insurance company in Korea by total assets.

Core solution

• Customers: product recommendations, premium-payment guidance, and responses to frequent questions coming into the call centre
• Employees: for Nonghyup and livestock-cooperative insurance agents (FAs), financial consultation on disease underwriting criteria and taxes

Value delivered

- A request for an automated consultation channel to support the company's core customer-service agenda of strengthening 24/365 communication with customers without constraints of time or place - Chatbot responses to FAQs arising during accident-benefit consultation, and chatbot handling of outbound campaigns currently run through the call centre - A wish to focus on deeper communication by automating responses to the simple, repetitive enquiries that arise between in-house insurance agents and underwriting and other related departments - A channel built and operated by automating basic answers about the underwriting system and per-disease acceptance criteria, and automating simple reporting work such as insurance-fraud reports