Samsung Life Insurance wins Minister of Science and ICT Award for AI-driven customer content innovation

[Financial News] Samsung Life Insurance has been recognized for improving the way it communicates with customers by using generative artificial intelligence (AI).
Samsung Life Insurance said on the 27th that its in-house 'AI CX (customer experience) writing system' won the Minister of Science and ICT Award, the grand prize in the AX (AI transformation) innovation category, at the 'ICT Award Korea 2026.'
The ICT Award Korea is an ICT awards ceremony organized by the Korea Association for ICT Promotion. Held annually since 2004, it aims to identify companies that have achieved innovative results based on digital technology and to enhance industrial competitiveness.
This year, 211 companies took part across six categories, including AX innovation, apps, websites and digital solutions. After preliminary and final judging, Samsung Life Insurance's AI CX writing system received high marks for applying AI to business processes to improve workflows and boost user experience and productivity.
Samsung Life Insurance has operated a customer-centered CX writing framework to help customers better understand insurance and financial information more easily and accurately. By recently combining this with generative AI technology, the company has also changed the way it produces and reviews content.
Using the AI CX writing system, employees can write content from the customer's perspective and review it more quickly. The system streamlines the repetitive work of drafting and revising content, while helping maintain consistent quality in customer-facing materials.
In particular, AI is used to turn technical terms and complex expressions commonly used in the financial sector into sentences that customers can understand more easily. The company has focused on managing the wording used in content consistently to reduce confusion and misunderstandings that may arise when customers receive information.
With this award as a springboard, Samsung Life Insurance plans to further expand customer experience improvements using AI. The company aims to enhance service quality by applying AI not only to simple task automation but also to a wide range of areas where it interacts with customers.
A Samsung Life Insurance official said, "AI technology can play an important role not only as a means of improving work productivity, but also as a way to communicate more smoothly with customers." The official added, "We will continue to strengthen AX-based work innovation and customer-centered services to improve the customer experience."

[email protected] Hong Ye-ji Reporter