Samsung Life Insurance Introduces 'AI Virtual Customer' to Support Consultant Training

Samsung Life Insurance announced on September 7 that it will launch the 'AI Role-Playing Service' to enhance consultants' counseling capabilities using artificial intelligence (AI).

The 'AI Role-Playing Service' allows an AI-powered digital human to take on the role of a virtual customer, enabling consultants to repeatedly train and converse as if they were engaging with real clients.

When consultants select the customer profile and counseling scenario, the AI generates a variety of counseling situations that might occur in actual sales environments. Before the session, learning materials are provided, including relevant scenarios and techniques to address objections.

In particular, Samsung Life Insurance utilized a large language model (LLM)-based conversational model reflecting insurance expertise, moving beyond simple scenario repetition to interactions that closely resemble real-life counseling. As a result, consultants can repeatedly practice responding to various questions and reactions from different types of customers, boosting their on-the-job responsiveness.

Samsung Life Insurance plans to integrate this service into product and counseling training for all consultants, including new hires. By supplementing traditional in-person training, the company aims to create an environment where consultants can repeatedly study necessary counseling situations independently, anytime and anywhere, using their mobile devices.

This service was jointly developed with Cleon, an AI digital human company. Samsung Life Insurance applied its in-house training expertise and insurance knowledge to Cleon's AI digital human technology, and built and integrated its own LLM-based conversational model specialized for insurance counseling.

A representative from Samsung Life Insurance stated, "The AI Role-Playing Service is an example of deploying innovative technology to the insurance sales field through collaboration with leading startups," adding, "We will continue to expand partnerships with outstanding companies to further enhance the quality of service experienced by our customers."

This content was produced with the assistance of AI translation services.