SUNSHINE INSURANCE GROUP
178 voice technologies , image technologies , video technologies , smart devices and natural language processing ( NLP ) – and this is just the start .
“ There are a lot of touch points within our operation where we interact with customers ,” Xu adds . “ For all the cross points , if you can leverage AI technology , through voice and emotion recognition , face recognition , liveness detection , micro expression analysis , optical character recognition , natural language understanding , knowledge graph and image-based damage assessment , then we can improve the customer experience and speed up the entire process . Customers today expect faster services , more reliable services and more natural ways to interact with our services . Nowadays we can use AI technology to achieve that .” Leveraging the vast amount of data at its fingertips , Sunshine Insurance Group has also embarked on a pioneering ‘ Data Sunshine ’ strategy to aid the company ’ s transition to a more data-driven enterprise . This involved educating
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the workforce and promoting more data-driven projects .
“ We think big data will also allow us to provide more differentiated products to our customers ,” comments Xu . “ For example , in terms of product pricing , big data definitely helps us give a more accurate service and , in a lot of cases , a much better price to our customers .”
Xu points out that AI and big data could also help to fight against one of the costliest elements of the insurance industry : fraud . By preventing and detecting fraud this will help to
SEPTEMBER 2018