Core Viewpoint - The 19th Huaxia Institutional Investor Annual Conference emphasized the importance of AI in enhancing customer service, operational efficiency, and risk management in the insurance industry, aiming for a significant AI penetration in core business scenarios by 2027 [2][3][6]. Group 1: AI in Customer Experience - The insurance market is shifting from price competition to service experience, making customer value-added services crucial for purchase decisions [3]. - China CITIC Insurance has developed a comprehensive value-added service system covering health, retirement, education, and wealth management, referred to as "Health, Retirement, Education, and Wealth" [3][4]. - AI technologies enhance customer interactions through intelligent customer service platforms, significantly reducing service wait times and improving accuracy [4][5]. Group 2: AI-Driven Operational and Sales Enhancements - AI is reshaping internal operations, organizational efficiency, and risk management capabilities within insurance companies [6]. - China CITIC Insurance's three-year AI plan focuses on four areas: operational intelligence, management intelligence, operational efficiency, and risk control [6]. - The deployment of an intelligent sales support system (E-Partner) helps sales agents efficiently identify potential customers and generate personalized sales suggestions, improving conversion rates and customer satisfaction [7]. Group 3: Industry Trends and Future Outlook - The insurance industry is increasingly recognizing the strategic importance of AI, with significant investments in technology and talent [6]. - The ultimate goal of AI integration is to enhance quality and efficiency while creating a more responsive and resilient insurance service ecosystem [7].
中信保诚人寿总经理助理、首席风险官邱文光：拥抱AI 成就未来，2027年实现AI渗透率超70％｜2025华夏机构投资者年会