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Oct 2018

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Japan: Tokio Marine to train staff in AI and data analysis

Source: Asia Insurance Review | Oct 2018

Major non-life insurer, Tokio Marine & Nichido Fire Insurance, plans in 2019 to introduce artificial intelligence to train its employees to improve their business skills, according to sources.
 
The company intends to let AI analyse past cases of insurance payments to policyholders and accident victims to seek the best practice, reported The Yomiuri Shimbun.
 
The company started a trial on 3 September in motor insurance where 1,500 to 2,000 staff members were involved. AI will analyse their interactions and correspondence with clients, such as the number of days required to finalise insurance payments, and the number of phone calls to whom and when they were made when dealing with accidents. AI will then combine such information with the results of customer satisfaction reports collected through surveys. The results are to be shared with staff members as best practices.
 
The field of automobile insurance requires staff to have advanced skills in combining factors such as defining the liability ratio and calculating the appropriate amount of payment. The method of sharing such know-how among other staff members has been an issue for insurance companies.
 
Tokio Marine plans to introduce the system to other fields such as fire insurance if the trial goes well. A 
 
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