Samsung Life Insurance to Train Insurance Consultations with AI...Generative AI Innovative Financial Service

[Financial News] Samsung Life Insurance is using artificial intelligence (AI) to strengthen insurance consultants’ real-world consultation skills. An AI digital human appears as a virtual customer to recreate consultation scenarios similar to those in the actual sales field. After each session, the service also provides individualized analysis and feedback.
Samsung Life Insurance announced on the 7th that it will launch its AI Role-Playing Service in mid-September.
Consultants select a customer type and consultation scenario, after which the AI takes on the role of a virtual customer and conducts a conversation. Before the consultation, the service provides relevant scenarios and techniques for responding to objections. Afterward, it analyzes the conversation and the consultant’s responses, providing individualized feedback and learning records.
In particular, the service applies a dialogue model based on a large language model (LLM) that incorporates insurance expertise, setting it apart from existing methods that repeat predetermined conversations. By creating interactions similar to real consultations, it enables consultants to repeatedly train their ability to respond to questions and reactions from various customers.
Samsung Life Insurance plans to use the service for product and consultation training for all consultants, including new hires. The company aims to overcome the limitations of group training by allowing consultants to repeatedly practice the consultation scenarios they need, regardless of time or location, via mobile devices.
Through this initiative, the company plans to expand training opportunities for each consultant, improve their real-world responsiveness and expertise, and enhance the quality of customer consultation services.
The service was designated by the Financial Services Commission (FSC) in July as an innovative financial service related to the use of generative AI. After its launch, Samsung Life Insurance plans to improve the service’s stability by incorporating feedback from the field and operational results, while gradually expanding content by product, customer type, and consultation scenario.
The service was co-developed with Klleon, an AI digital human company. Samsung Life Insurance combined Klleon’s technology with its own training expertise and insurance knowledge, and built and integrated an LLM-based dialogue model specialized for insurance consultations. Klleon has continued its technological cooperation with Samsung Life Insurance since being selected as the top company in the life insurance category of Samsung Financial C-Lab Outside in 2022.
A Samsung Life Insurance representative said, "The AI Role-Playing Service is an example of applying innovative technology to the insurance sales field through collaboration with an outstanding startup," adding, "We will continue expanding cooperation with leading companies to improve service quality in ways that customers can experience."

[email protected] Hong Ye-ji Reporter