TLDR: NongHyup Insurance has initiated a project to establish an Artificial Intelligence Contact Center (AICC) by 2027. This digital transformation aims to significantly improve customer consultation quality by leveraging AI technologies to analyze and support approximately 3 million annual consultations, reduce average consultation times, and increase self-processing rates.
NongHyup Insurance announced on August 1, 2025, the commencement of a significant digital transformation initiative: the development of an ‘artificial intelligence contact center (AICC).’ This ambitious project is designed to revolutionize customer-centric consulting services by integrating advanced AI technology to analyze and support an estimated 3 million customer consultations annually.
The core objectives of this project, slated for completion by 2027, include the creation of a comprehensive knowledge management system (KMS) tailored for consultations, the introduction of generative AI-based consulting assistants, and the implementation of sophisticated chatbots and voice bots. These technological advancements are expected to dramatically enhance the quality of customer interactions.
NongHyup Insurance anticipates tangible improvements in efficiency and customer experience. The company projects a reduction in the average consultation time from the current 4 minutes to just 3 minutes. Furthermore, they aim to expand the customer self-processing rate to over 15%, empowering customers to resolve simpler inquiries independently.
A key innovation will be the introduction of a ‘hybrid consulting system.’ This system will intelligently route customer requests: AI will manage simple inquiries, while complex or emotionally sensitive consultations will be seamlessly handed over to professional human consultants. This approach ensures both efficiency for routine tasks and empathetic, expert support for more nuanced situations.
To continuously refine consultation accuracy, the AICC will incorporate various AI technologies, including STT/TA (speech recognition and text analysis) and NLP (natural language processing). A representative from NongHyup Insurance stated, ‘Through this project, we will be able to respond to customer needs more quickly and accurately,’ adding, ‘We will continue to achieve innovation in customer experience (CX).’
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This strategic investment underscores NongHyup Insurance’s commitment to leveraging cutting-edge technology to meet evolving customer demands and solidify its position in the competitive insurance market.
