From civil complaints to advertising reviews... Korea Life Insurance Association overhauls its operations with Artificial Intelligence (AI)

[Financial News] The Korea Life Insurance Association is applying an Artificial Intelligence (AI) system to three areas: handling complaints, reviewing advertisements, and internal operations.
The Korea Life Insurance Association announced on the 7th that it is introducing AI for complaint management, advertising review, and internal regulations. The complaint management AI will be used in operations starting this month. It is equipped with functions to support consultation tasks by analyzing customer consultation content in real time.
Specifically, it utilizes Speech-to-Text (STT) technology to immediately convert call content into text, and AI automatically classifies complaint types to provide counselors with necessary response materials and related information. This reduces repetitive information verification tasks and supports a more consistent response to complaints.
The advertising review AI supports the initial review of life insurance advertisements. Based on the Life Insurance Association's advertising review regulations and criteria, the AI conducts a preliminary review of the advertisement content, and the person in charge makes a final decision by referring to the AI's review results. It is expected to reduce repetitive review tasks and enhance the consistency of review standards.
We will initially test the AI on online banner ads and plan to expand the scope of analysis to include video ads in the future. We will also further enhance the capabilities for analyzing video and audio separately.
The Internal Regulation AI is a system designed to help employees easily identify necessary regulations and supporting clauses based on 136 regulation documents managed by the association. When an employee asks a question in natural language, the AI searches for and provides the relevant regulations and supporting clauses. Even if regulations are revised, the latest regulations are retrieved once the person in charge reflects the changes in the system.
Based on the results of operating these three systems, the Korea Life Insurance Association plans to enhance existing AI systems and continuously identify new application areas. Video analysis capabilities will be added to the advertising review AI, and the scope of analysis and utilization for the complaint management AI and internal regulation AI will also be gradually expanded.
Along with this, the Korea Life Insurance Association is also preparing to introduce AI for generating questions for the insurance agent registration qualification exam. Through this, it plans to systematically manage the diversity and difficulty level of the questions.
A total of 17 tasks have been set for next year, including these tasks. This also includes the translation of overseas periodicals and materials, contract review, and statistical verification.
The Korea Life Insurance Association has been operating generative AI training and experience groups for employees since 2024, and this year, it has expanded this into an organizational-level AI system construction project. In accordance with the four-stage roadmap established last February, it is identifying departmental needs and pursuing AI projects.
Kim Cheol-ju, Chairman of the Korea Life Insurance Association, stated, "AI is more than just a tool to assist with internal operations; it is a means to provide better services to consumers and member companies." He added, "We will enhance service speed and consistency by applying AI to actual tasks, such as responding to complaints and reviewing advertisements."

[email protected] Kim Tae-il Reporter