A Real-World Human-Machine Interaction Platform in Insurance Industry

A Real-World Human-Machine Interaction Platform in Insurance Industry

In the insurance industry, lots of effort is putting into helping the customer to solve their problems that occurred during and after purchasing cycle and helping telemarketers to practice selling skills. Chat bots and assistant bots are widely used in these business scenarios, but building a bot application from scratch is expensive. In this paper, a human-machine interaction platform specially designed for intelligent bot applications in insurance industry that combined the technologies of Question Answering (QA), task-oriented dialogue and chit-chat was proposed and we demonstrate the architecture design of this platform, key technologies and the scenario of applications in real-world insurance industry. It has been supporting many intelligent bot applications of insurance industry already, such as Intelligent Coach Bot (ICB) which helps telemarketers to practice their selling skills, Intelligent Customer Service Bot (ICSB) which provides after-sales services and Insurance Advisor Bot (IAB) which helps customer to purchase the most suitable insurance product. Currently, these bot applications serve millions of users per day and are able to solve 80% of the online problems.