Research On Service Quality Improvement Of Insurance Company A Based On AI Intelligent Outbound System

With the continuous progress and wide adoption of artificial intelligence technology,the traditional insurance industry has ushered in new opportunities.AI intelligent system has the advantages of convenient operation,low marketing cost and high marketing success rate.Meanwhile,it also has great advantages over traditional outbound calling in terms of customer coverage,customer targeting and precision marketing.In recent years,insurance entities have gradually increased their exposure and investment in artificial intelligence,and AI has been gradually applied to customer service,quality inspection,claim settlement and many other parts of operation.When the call center of insurance companies is confronting the problems of low win rate,high labor cost and high turnover rate,they realize the broad prospect of artificial intelligence and leverage it in outbound calling,introducing professional artificial intelligence technology and applying it to outbound calling system becomes one of the answers.As the application of AI intelligent outbound calling system in the sales of the insurance industry is still in the exploratory stage,there is still a lack of relevant research and theoretical guidance on how to optimize the service quality of outbound calling.More efforts and attempts are required to transform traditional telephone insurance marketing from traditional broadcast marketing to big data precision marketing.Intelligent outbound robots also need to be improved on deep understanding and perception of customers,so as to effectively communicate and interact with customers,optimize customer experience and increase the win rate.Meanwhile,it can also enhance customer loyalty,truly achieve "cost reduction and efficiency" for insurance companies,and improve customer satisfaction.In this paper,the servqual model is used to combine with the industry characteristics of an insurance company,five factors are selected in line with the characteristics of AI intelligent outbound calling system,such as functionality,reliability,timeliness,professionalism and empathy,as service evaluation indexes.This study takes A insurance company as the research object,uses the expert review results,and determines the weight of each indicator through hierarchical analysis.Through a questionnaire survey with the customers who have experienced the AI intelligent outbound calling system of insurance company A,a quantitative analysis of the survey results is made to find the problems existing in the application process of the AI intelligent outbound calling system.Finally,based on the actual situation of the report data generated,the corresponding improvement strategy is proposed,which provides certain guiding ideology for the application of AI intelligent outbound sales in property insurance companies at the present stage.