China Life rolls out two AI tools to cut service workload

New tools route simple inquiries to bots while preserving human agents for complex issues.

China Life Insurance (Overseas) Company Limited has launched two artificial intelligence (AI) tools in Hong Kong and Macau aimed at improving customer service and supporting its sales force.

The insurer introduced a 24/7 AI assistant for individual insurance customers and an AI-based knowledge retrieval tool for financial advisors. 

Both tools are built on the DeepSeek V3 model and are designed to handle natural language queries. 

China Life (Overseas) said the systems were developed with a focus on accuracy, efficiency, security, and regulatory compliance, in line with the requirements of the Hong Kong and Macau insurance markets.

The AI assistant is available through the company’s OneService app and allows policyholders to make real-time inquiries at any time. 

It can provide information on policy status, policy value, maturity details, service application procedures, and premium payment methods. 

For more complex issues, the system can transfer customers to human service staff during office hours. The company said this approach allows simpler questions to be handled by AI whilst reserving specialist support for more complicated cases.

At the same time, China Life (Overseas) rolled out an AI-powered knowledge retrieval tool within its OnePartner system for financial advisors. 

The tool enables advisors to search the company’s official knowledge base using natural language to obtain product information, underwriting requirements, policy services, claims processes, and customer service guidelines.