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Endeavor: Technology empowerment from artificial to Intelligent Age
Time:2021-10-29

  20年,紧跟科技步伐,电子化、智能化服务手段迅猛发展。为满足人民日益增强的服务需求,同时解决服务资源经济型投入的实际,中国人寿寿险公司顺应发展潮流,从技术中寻找服务供给增量突破口,从人工、“技术系统辅助+人工”到多媒体客户联络中心不断演进,大力发展电子化回访、电子化通知、智能语音导航、智能在线客服、智能外呼等服务,已实现联络服务非人工占比超80%,特别是新单电子化回访替代率已超97%,智能在线客服e小宝日均服务引导超20万。2020年,通过科技力量,实现集团3个板块、境内境外、9家子公司间95519电话无感知转接,5万综金型语料实现AI导航准确率91%,传输3类64种数据确保服务接续。让中国人寿客户拨打95519即可享受“号码只拨1次、语音只听1次、需求只说1次”的便捷服务,在集团窗口享受“集团-子公司”的“智能-人工”接续服务,每年生日收到1条国寿统一的祝福短信。

奋进:从人工到智能时代的科技赋能

  20年,勇立数字潮头,智能应用创新发展。中国人寿寿险公司注重前沿科技应用,提高运营服务生产力,充分应用大数据,如500多种排班班次动态调整;充分应用感知智能技术,如人脸识别提升新单回访风险防控水平,声纹识别提升服务任务分发准确度;充分利用语义智能技术,如质检、上行短信筛分内容判定、分类并自动处理。特别是在认知智能综合应用上,如通过意图识别、自然语言处理、深度学习、多轮对话、知识图谱等5大技术,建设了智能客服管理中台,构建3级6类问法、62个语义模型、937个节点、58万个知识点,覆盖寿险公司1053款产品条款及保全、理赔、增值、产品、活动等多项子领域服务。通过中控调度及视频、点选、图文等5维知识形态为28个前端提供智能+人工在线服务。机器人创建到生效及全国知识部署的时间仅需5分钟,H5链接式投放即插即用,投放速度提升几十倍,问答准确率92%,平均交互4轮即可解决客户问题。历经文档获取、解析、Schema构建、三元组抽取等方式构建寿险产品知识图谱,并结合算法模型应用到智能问答端,实现知识库缩容42%。形成5套寿险知识图谱,并赋能集团成员公司、构建6套成员公司图谱,几十万级三元组的产品图谱框架经行业2.8万款产品校验后符合行业标准。

奋进:从人工到智能时代的科技赋能

  二十载匠心不凡,好服务至臻致远。中国人寿95519专线始终以客户满意不满意、认可不认可作为工作标准,努力把客户诉求接得更快、分得更准,持续推动热线工作高质量发展,让客户服务专线真正成为客户和群众的“贴心人”。

奋进:从人工到智能时代的科技赋能

  为民服务没有止境。在“重振国寿”战略部署下,中国人寿以建设服务卓越型企业为目标,正加速前行,致力于带给客户更通畅、更快捷、更智慧、更贴心的高品质服务体验。公司将坚持“重价值、强队伍、稳增长、兴科技、优服务、防风险”经营方针,以服务拓市场、创价值、树口碑,真正让卓越服务成为“重振国寿”战略的强大推动力,让“好服务”“优服务”成为客户对中国人寿品牌的首要评价。

  二十年栉风沐雨,二十载春华秋实。走进新时代,中国人寿95519人将继承和发扬优秀的企业文化,用微笑传递爱心,用服务传递真情,用声音传递温度,倾情守护人民幸福美好生活。


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The application respects and protects the personal privacy of all users of the service. In order to provide you with more accurate and personalized services, the application will use and disclose your personal information in accordance with the provisions of this Privacy Policy. However, the Application will treat such information with a high degree of care and prudence. Unless otherwise provided in this Privacy Policy, the app will not disclose or provide such information to any third party without your prior permission. The Application will update this Privacy Policy from time to time. By agreeing to the Application Service Use Agreement, you are deemed to have agreed to all contents of this Privacy Policy. This Privacy Policy is an integral part of the Application Service Use Agreement.


1. Scope of application


(a) The personal registration information that you provide according to the requirements of the Application when you register your account for the Application;

(b) application in your use of this web service, or access to this web application platform, the application automatically receive and record your browser and computer information, including but not limited to your IP address, browser type, the use of language, visit date and time, software and hardware feature information and the page you need to record data such as;

(c) Users' personal data obtained by the application from business partners through legal means.


You understand and agree that this Privacy Policy does not apply to the following information:

(a) the keyword information you enter when using the search service provided by the application Platform;

(b) Information data collected by the Application and published by you in the Application, including but not limited to participating in activities, transaction information and evaluation details;

(c) Violations of laws or rules of the App and measures taken by the App against you.


2. Use of information


(a) the application won't come to any irrelevant third party to provide, sell, rent, share or trade your personal information, unless get your permission in advance, or the third party and the application of this application (including affiliates) alone or together to provide the service for you, and at the end of the service, it will be banned from access to be able to access all the information including its before.

(b) The App also does not allow any third party to collect, edit, sell or disseminate your personal information for free by any means. If any user of the application platform is found to engage in the above activities, the Application has the right to terminate the service agreement with such user immediately.

(c) for the purpose of service users, the application may be through the use of your personal information, provide you with the information you have interested in, including but not limited to sent you product and service information, or to share information with this application partners so that they send you information about its products and services, which need your prior consent).


3. Information disclosure


Under the following circumstances, the application will disclose your personal information in whole or in part according to your personal will or legal provisions:


(a) Disclosed to a third party with your prior consent;

(b) Share your personal information with third parties in order to provide the products and services you require;

(c) Disclosure to a third party or administrative or judicial authority in accordance with the relevant provisions of the law or as required by administrative or judicial authorities;

(d) If you violate relevant Laws and regulations of China or the Application Service Agreement or relevant rules, you need to disclose to a third party;

(e) If you are a qualified INTELLECTUAL property complainant and have filed a complaint, disclose it to the Respondent at the request of the Respondent so that both parties can handle possible rights disputes;

(f) In a transaction created on the Application platform, if any party to the transaction performs or partially performs its transaction obligations and requests for information disclosure, the Application has the right to decide to provide the user with the contact information of the counterparty and other necessary information to facilitate the completion of the transaction or the settlement of disputes.

(g) Other disclosures deemed appropriate by the app in accordance with laws, regulations or policies of the Website.


4. Information storage and exchange


The information and data collected by the Application about you will be stored on the servers of the Application and/or its affiliates, and such information and data may be transmitted to your country, region or the country where the application collects the information and data, and accessed, stored and displayed outside the country.


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So that you can log in to or use the services or functions of the application platform that depend on cookies. Cookies in this application can provide you with more thoughtful personalized services, including promotion services.

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(c) This Policy applies to information obtained through cookies set by the Application.


6. Information security


(a) This application account has security protection function, please keep your user name and password information properly. This application will encrypt the user password and other security measures to ensure that your information will not be lost, abused or altered. Despite the aforementioned security measures, please note that there are no "perfect security measures" on information networks.

(b) When using the application network services to conduct online transactions, you will inevitably contact the counterparty or potential trading partner


7. Changes to this Privacy Policy


(a) If we decide to make changes to our Privacy Policy, we will post such changes in this Policy, on our website, and where we deem appropriate, so that you can understand how we collect and use your personal Information, who has access to it, and under what circumstances we may disclose such information.

(b) The Company reserves the right to modify this Policy from time to time, so please check it regularly. If there is any material change to this policy, the company will inform you through a notice on its website.

Party B discloses its personal information, such as contact information or postal address. Please protect your personal information and only provide it to others when necessary. If you find that your personal information is leaked, especially the user name and password of the application are leaked, please contact the customer service of the application immediately so that the application can take corresponding measures.