The Yomiuri ShimbunTokio Marine & Nichido Fire Insurance Co. plans in 2019 to introduce artificial intelligence to train its employees to improve their business skills, according to sources.
The company intends to let AI analyze past cases of insurance payments to policyholders and accident victims to seek the best practice. Such information will be shared among employees.
The company started a trial on Sept. 3 in the automobile insurance field where 1,500 to 2,000 staff members are involved. AI will analyze their interactions and correspondence with clients, such as the number of days required to finalize insurance payments, and the number of phone calls to whom and when they were made when dealing with accidents. AI will then combine such information with the results of customer satisfaction reports collected through surveys. The results are to be shared with staff members as best practices.
The field of automobile insurance requires staff to have advanced skills in combining factors such as defining the liability ratio and calculating the appropriate amount of payment. The method of sharing such know-how among other staff members has been an issue for insurance companies.