第一财经·2025-11-21 08:25Core Viewpoint - China Ping An is leveraging AI technology to enhance customer service across financial, medical, and elderly care sectors, aiming to create a seamless user experience through its three major AI services: AI Super Customer Service, AI Family Doctor, and AI Elderly Care Steward [1][4][15]. Group 1: AI Super Customer Service - The AI Super Customer Service is designed to connect all of Ping An's services, transforming service logic and making AI more accessible to users [3][5]. - This service emphasizes practicality over complexity, aiming to provide quick responses and solutions to customer needs, such as financial inquiries, health consultations, and emergency assistance [5][6]. - Currently in internal testing, the AI Super Customer Service is set to be available to 250 million Ping An customers upon completion [8]. Group 2: AI Development Trends - AI is experiencing unprecedented evolution, with significant advancements in model intelligence and capabilities, particularly in financial and medical fields [10]. - The boundaries of AI are expanding, moving from digital to physical spaces, which is crucial for services that primarily occur offline, such as healthcare and elderly care [10][11]. - AI's role is shifting from a mere tool to a collaborative partner in work and learning, with AI now capable of generating a significant portion of code used internally at Ping An [12]. Group 3: AI in Healthcare - AI Family Doctors can assist in automating processes such as medical history organization and patient follow-ups, significantly increasing efficiency and service quality [12][13]. - The integration of AI has improved follow-up rates from 40% to 44%, enhancing patient engagement and allowing human healthcare providers to focus on more personalized care [13]. - Ping An's AI eye screening model has been deployed in over 500 grassroots hospitals, screening over 200,000 people annually with a sensitivity of 98%, equivalent to that of professional ophthalmologists [14]. Group 4: Future Outlook - The introduction of AI Super Customer Service represents not just a product upgrade but an evolution of the entire service ecosystem, emphasizing the importance of useful AI over flashy technology [15][16]. - The company believes that the current phase of AI development presents significant opportunities, positioning itself as a leader in harnessing these advancements for comprehensive service delivery [14][15].