AI Chatbot with 3D Avatar that Communicate with Natural Conversations Qorus Innovation in Insurance Awards 2021 - Winner

[Outline] Aflac Japan have released 3D AI chatbot service (3D avatar chatbot) equipped with advanced voice recognition AI in just 3 months. This service is installed on the official website and provides natural communications to policyholders. Also, by using this service, Aflac Japan can easily respond policyholders’ inquiries even outside of business hours. As a result, the service has improved customer experience and provided better interactions suitable for policyholder’s lifestyle. Furthermore, Aflac Japan has created an interface which business departments can flexibly update expected questions and answers with realistic sensation. This has led to provide the best service following by inquiries and needs of policyholders whenever they want. [Details of initiative] 3D avatar chatbot is a service for policyholders who access Aflac’s official website. This chatbot enables natural online communications by a 3D animated operator responding to policyholders’ inquiries with its motion and speech. Besides, Aflac Japan has built an interface that allows flexible and quick updates expected questions and answers without modifying the program. In term of the system development, an agile style process has been adopted, and by collaborating with an innovative IT company with advanced voice recognition AI technology, Aflac Japan released it in only 3 months since the start of development. [Future development plan] - Realize personalized life insurance proposal service for each customer by using 3D avatar chatbot