System analyzes policy maturities, claims and other key events to guide agents
New 'AI role-playing' feature lets agents practice with virtual avatars before meeting clients
Samsung Fire & Marine Insurance has unveiled an AI-powered sales support system that analyzes individual customer characteristics and identifies the optimal timing for personalized consultations.
Samsung Fire announced Monday the launch of AI Advisor, a system designed to help its insurance agents — known internally as Risk Consultants, or RCs — manage customer relationships and prepare for consultations.
AI Advisor uses artificial intelligence to analyze each customer's profile and flag when proactive outreach is needed, enabling RCs to deliver timely information and tailored guidance. The system is built around the recognition that a customer's circumstances and needs continue to evolve after a policy is signed, and it focuses on maintaining consistent support from enrollment through the life of the contract.
The system identifies customers in an RC's portfolio who have upcoming key events — such as policy maturities or pending claims payouts — and flags them as priority contacts. It also generates personalized communication suggestions based on each customer's profile and behavioral tendencies.
AI also plays a role during the consultation itself. When an RC selects the coverage options relevant to a customer, the system draws on that customer's situation and the details of the coverage to suggest key talking points and explanations. Customers, in turn, receive advice tailored to their specific circumstances and needs rather than a generic product pitch.
The system also includes an AI role-playing feature designed to sharpen agents' consultation skills. The function lets RCs practice repeatedly with a virtual human avatar before meeting actual customers. Training is structured across three levels — beginner (read and repeat), intermediate (keyword delivery) and advanced (free conversation) — and each session is scored so agents can identify and address weak points.
Samsung Fire said it expects AI Advisor to reduce the variability in customer management and consultation preparation that had previously depended heavily on each RC's individual experience and know-how, allowing agents to track changes in customer circumstances and identify the right moment to reach out with greater precision.
The company plans to extend AI's role beyond customer analysis and consultation preparation to cover product recommendations, contract processing, and claims and service handling. Samsung Fire said it intends to refine its data-driven customer recommendation framework and incorporate field sales expertise into the system, with the goal of developing AI Advisor into what it calls a "hyper-personalized sales support model."
"AI Advisor is a system we built to understand and care for each customer more attentively," a Samsung Fire official said. "We will continue to raise the professional capabilities of our RCs through AI and strengthen the quality of our consultations and service competitiveness through customer-centered AI applications."
Meanwhile, Samsung Fire has been stepping up support for its dedicated agent network. In July, the company launched a new sales channel called TC Branch, which provides agents with access to the company's existing customer database to reduce the burden of prospecting for new clients.
won@heraldcorp.com
