The Korea Life Insurance Association is bringing artificial intelligence into several operational areas, including consumer complaint handling and advertising reviews for member insurers. Three AI projects are being introduced this year, with the association planning to extend the program to 17 areas by next year.
The first rollout covers complaint management, advertising screening and internal regulations. This month, those systems moved into full operation, the association said on the 7th.
For complaints, the association is using speech-to-text technology to transcribe conversations between consumers and insurance agents in real time. AI then sorts complaints by type and gives agents access to relevant response materials and related information during the process.
Advertising reviews are also moving partly into AI-assisted workflows. The system has been trained on the association’s advertising review rules and standards and performs an initial assessment of materials submitted by member companies. Staff still make the final decision, using the AI review as a reference rather than handing the process over to the system.
AI is also entering the association’s internal work. Employees are able to ask questions in plain language and receive relevant regulations together with supporting provisions, reducing the need to search through internal rules manually.
Another project is planned before the end of the year. The association intends to develop an AI system for producing questions used in the insurance agent licensing exam, with controls for question variety and difficulty.
The program is due to expand to 17 AI projects next year. Areas under consideration include legal reviews, disclosure-data verification, news clipping, hiring verification, translation of foreign materials, contract reviews and statistical checks.
Chairman Kim Chul-joo said AI should be used to deliver better services to consumers and member companies. The association also plans to share its experience building the systems and examples of their use with member insurers, giving companies practical material for developing their own AI capabilities.
Since its foundation in 1950, the Korea Life Insurance Association (KLIA) has been committed to the growth and development of the life insurance industry by protecting the rights and interests of the industry and policyholders and spreading a sound insurance culture as well as supporting the development of advanced insurance policies.
Amid a rapidly changing financial landscape, the KLIA is doing its very best not only to stabilize and advance the life insurance business but also to sharpen the competitive edge globally.
