SK AX said on the 21st that it completed the Financial AX phase one and customer channel AX platform build project carried out with AXA General Insurance. This project is the first step to automate the entire insurance payout process and provide a consistent customer experience across all mobile and PC channels.
Through this project, every step from accident reporting to manager assignment, investigation, and insurance payout has been automated. At the intake stage, customer contract information and collateral details are automatically retrieved, and claim documents are entered using artificial intelligence (AI) optical character recognition (OCR) technology. In the payout calculation process, a fourth-generation insurance payout estimation process that automatically applies policy terms and calculation rules was adopted to improve processing speed and accuracy.
SK AX also built a customer AX platform optimized identically for mobile and PC environments. By analyzing customers' product holdings and statistical information, it recommends tailored collateral and products, and it streamlined non-face-to-face procedures such as indemnity and partner claims. Users can personalize the screen layout to match frequently used functions.
The new platform also features the ability to analyze customer usage data in real time to identify conversion rates, churn rates, and retention rates, and to establish tailored marketing strategies based on that. Through a content management system, products and information are updated quickly to provide the latest services.
In this build, SK AX introduced a scalable cloud-native infrastructure. It secured service stability by duplicating infrastructure resources and establishing a disaster recovery system, and it laid the groundwork to expand the AX platform to all areas of insurance in the future.
Baek Seok-heum, head of SK AX Digital Service Division 2, said, "AXA General Insurance is a corporations that has continuously advanced customer-centered insurance services," adding, "SK AX will use this project as a springboard to further accelerate digital transformation and AI innovation in the insurance industry."