Internal introduction of generative AI app (Aflac Assist) Qorus Reinvention Awards - APAC 2024-2025 - Winner

1. Background - Generative AI is an innovative technology that is attracting worldwide attention, so Aflac Japan needed to introduce such technology as soon as possible to (1) create new value through business transformation and DX promotion and (2) increase competitiveness through greater customer satisfaction and operational efficiency. - However, introduction required appropriate control of generative AI risks, such as information leak, misuse of personal information, faulty judgment based on misinformation, rights infringement, reputational risk, etc. 2. Initiative Details - A company-wide agile examination system was built with attention to both offense (utilization) and defense (risk control). - Regarding offense, in addition to general-purpose apps for document summarization/proofreading, developed 3 apps specializing in sales and the call center (ASD*) in collaboration with business divisions. *Associates Support Desk: Call center responding to inquiries from agencies - Regarding defense, built a secure IT infrastructure environment, established and disseminated guidelines, and established monitoring operations. - All employees were provided with the latest technology at an early stage, and we were one of the first in the industry to introduce a generative AI system that can reference internal documents and respond to questions. 3. Results - Qualitative Benefit Improving operational efficiency and quality for all employees (e.g., report quality, quality of ideas from various perspectives, quality of Excel work, etc.) - Quantitative Benefit Expect a 3-6% (5,700-11,000 hours/year) reduction in call-answering time at ASD Expect a 15-25% (5,000-8,000 hours/year) reduction in materials preparation time for sales staff