KGI Life Transforms CX through Data‑Driven, AI Assistant, and Senior‑Friendly Voice Automation Qorus-NTT DATA Innovation in Insurance Awards 2026

• Concepts and Objectives:

The strategic objective of KGI Life is to eliminate service friction by achieving "Deterministic Accuracy" in information retrieval, ultimately enhancing the customer experience. KGI Life is pivoted from a labor-intensive service model to a hyper-automated ecosystem.

The core strategy leverages the "Digital Leap" pillar to enable AI Intelligent Assistant—Chatbot for Customers and Chatbot for Agents to retrieve information instantly.

Meanwhile, the Audio Recording and Playback Bots for the Elderly handle complex compliance tasks for seniors—working in tandem with agents' supplementary explanations—to reduce cognitive load and ensure every interaction is anchored in warmth, accuracy and empathy.

• Reasoning Behind & Sources of Inspiration:

• The current verification process for elderly sales recordings relies heavily on manual call center intervention, leading to significant operational bottlenecks. Furthermore, the absence of a unified self-service channel leaves both customers and agents without immediate support for basic inquiries, further exacerbating service delays.

• Regulatory mandates require the verification of rights disclosures for elderly policyholders, traditionally captured via audio during the sales process. However, manual recitation by agents has proven susceptible to inconsistencies, resulting in a high volume of recording failures and necessitating frequent re-recording sessions.

• Our digital transformation strategy addresses compliance risks through the implementation of Audio Playback Bots, which automate the reading of rights to eliminate human error. To further reduce operational friction, we launched Chatbots for both customers and agents, providing immediate support for routine inquiries. Collectively, these solutions ensure full regulatory adherence and elevate the service standard by offering a modern, intuitive, and dignified user journey.

• State of competition

1. Pioneering Automation in Senior Compliance

KGI Life achieved a decisive "Time-to-Market" advantage by being the first to automate the rights recitation process. While competitors remained limited to error-prone manual recitation, KGI Life pioneered the integration of Text-to-Speech (TTS) and WebRTC technologies. This proactive automation significantly alleviated the burden of verbal errors for agents and drastically reduced the underwriting requirements rate, setting a new industry standard for efficiency and compliance speed.

2. The "Agent-First" Deployment Strategy

Deviating from the industry norm where competitors often prioritize customer‑facing Chatbot—forcing users to endure the learning curve of early‑stage and unstable NLU performance—KGI Life adopted a "Quality-First" reverse strategy. KGI Life launched Chatbot for Agents first to empower our workforce while utilizing their high-frequency interactions to iteratively strengthen and calibrate our NLU algorithms. This internal refinement served as the "training experience" for our system's evolution. Consequently, when Chatbot for Customers was unveiled, it delivered a polished, high-fidelity user experience at first launch, cementing a reputation for digital excellence and superior service quality across our customer base.

• Participating Departments:

Digital Innovation, Underwriting, Claims, Customer Services, Business Planning for Agent Development.

• Current Main Results & Specific Execution

KGI Life is executing a phased transformation, moving from "Data Integrity" to "AI Intelligence."

• Phase 1: Current Achievement - Foundation of Integrity & Automation

• Intelligent Assistants for Customers and Agents: Dedicated to optimizing the customer journey, we leverage Information Retrieval and NLU technologies to empower users with effortless self-service capabilities. This includes instant status tracking for contract modifications and terminations, seamless policy loan applications, and policy information adjustment. Intelligent Assistants for Customers empowers users with effortless self-service capabilities, while Intelligent Assistants for Agents allows agents to instantly access policy logic and SOPs, thereby reducing customer hold times and improving the quality of human interaction.

• Audio Recording and Playback Bots for the Elderly: Utilizes WebRTC and Text-to-Speech (TTS) technologies to perform standardized rights recitation, replacing error-prone manual reading. Furthermore, the volume is dynamically adjusted to meet the needs of elderly customers, ensuring they can clearly hear and comprehend the policy information.

• Phase 2: Future Roadmap - The AI-Driven Knowledge Fabric

• Advanced Data Ingestion (STT, OCR, ASR): We will integrate Speech-to-Text (STT) to digitize inbound call center voice recordings, Optical Character Recognition (OCR) for physical documents, and Automatic Speech Recognition (ASR) for real-time conversation capture, enabling the transformation of frontline expert knowledge into machine‑readable intelligence.

• GenAI Distillation & Knowledge Base: KGI Life will deploy Generative AI to parse these newly digitized unstructured assets. The AI will distill patterns, pain points, and agent post-call summaries into a dynamic GenAI Knowledge Base, providing direct and relevant answers to our users.

• Predictive Context Engine (Anticipatory Service): We will implement a system that analyzes a customer's digital footprint (e.g., web navigation) and physical footprint (e.g., counter visits). Upon engagement, Chatbot for Customers will proactively surface the most relevant "Process Progress" (e.g., claim status) or information, achieving " zero‑effort" anticipatory service.