Digital Innovation

"Afu" is a smart assistant tailored for KGI Life's agents, providing instant access to a wide range of information needed for policy services, including product details, forms, and FAQs. Through API integration, it also connects to agent tools for underwriting and claims status inquiries, greeting card creation, and document re-issuance, offering comprehensive sales support.

KGI Life continues to leverage FinTech for sustainable development. The Company enhanced "Afu" by simplifying its operating flow and optimizing information visualization, making it accessible to agents of all ages and levels of digital proficiency. This helps reduce the impact of the digital divide on service quality.

"Afu" is designed around real-world agent service scenarios, with proactive service at its core. By combining human care with digital service, it helps agents serve digitally underserved customers, embodying KGI Life's customer-centric approach to financial inclusion.

To advance digital financial inclusion, KGI Life launched "KGI Afu," an AI-powered customer service assistant that creates an accessible and efficient communication channel for customers. It debuted on the Company's corporate website and was subsequently integrated into the KGI Life e-Secretary and the i-Life App, creating an omni-channel digital service ecosystem.

KGI Afu integrates more than 100 FAQs, real-time self-service inquiries, and guided service links, helping policyholders quickly find the information and services they need. Within three months of its full omni-channel launch, it had served over 25,000 users and resolved over 64,000 queries, demonstrating its robust digital capacity, service efficiency, and quality.

The AI-driven real-time response system significantly reduces customer wait times and uses data feedback to continuously optimize the user experience, fulfilling KGI Life's commitment to digital transformation, emission reduction, and sustainability. KGI Life plans to introduce additional express services, expand the knowledge base, and add more access points for the bot, giving customers more convenient ways to obtain the services they need and further improving the quality of digital self-service.

To drive operational excellence and accelerate its digital transformation, KGI Life deployed a suite of AI smart assistants on its internal platform for back-office employees, providing rapid, convenient self-service support to teams across departments. The suite comprises three bots: the Underwriting Assistant, the Claims Assistant, and the Policy Service Assistant. By offering instant answers to frequently asked questions and consolidating complex rules, clauses, and frequently used links, these bots enable teams to search quickly and improve work efficiency and accuracy. The Underwriting Assistant also features a document-to-knowledge function that converts detailed provisions into quasi-knowledge more quickly, accelerating the expansion of the knowledge base and empowering employees with precise professional information.

In line with the regulator's financial inclusion policy and its commitment to the Treating Customers Fairly Principles, KGI Life has piloted an audio-assisted recording system that addresses the pain points elderly customers face when applying for insurance. The system uses digital technology to bridge the information gap for elderly customers in financial services and to ease communication barriers arising from sensory changes or unfamiliarity with digital tools, ensuring accurate and transparent information disclosure.

The system connects to a standardized recording template platform to read questions aloud, replacing the agent's verbal delivery. This effectively mitigates issues such as inconsistent speech speed, verbal errors, or unclear explanations of technical terms. Through human-machine collaboration, agents can focus on providing emotional support and in-depth consultation to elderly customers, realizing a digital transformation with a human touch and improving financial service satisfaction among elderly customers.

Through process automation and system optimization, KGI Life has achieved significant results in operational efficiency and quality control:

• Improved Operational Efficiency: The duration of a single recording session has been reduced to seven minutes, while the preparation time for digital submissions has decreased by 80%.
• Enhanced Quality Control: With the system's guidance, the recording review success rate has increased from 62% to 84%.
• High Adoption by Elderly Customers: The usage rate of this service among elderly customers is 66%.

KGI Life will continue to deepen its digital empowerment strategy and actively eliminate the digital divide, guided by its core vision of "age-friendly, considerate finance," as it pursues its sustainable development goals.

In response to rapid industry changes, technological innovation, and evolving digital user expectations, KGI Life is embedding an agile culture into its corporate DNA. It established the "Agile Academy" to foster agility and resilience among its employees through hands-on practice and coaching. The goal is to enhance its ability to respond to change, optimize development efficiency, and improve customer satisfaction.

KGI Life's agile transformation made substantial progress, boosting project delivery momentum. It has trained 268 agile professionals, including 21 product owners and 22 agile coaches, creating a robust professional support system. The number of active agile teams grew to 12, a 20% year-over-year increase, and it delivered 953 hours of training across 15 professional courses, demonstrating its commitment to talent development and organizational effectiveness as part of its sustainable business strategy.

KGI Life consolidates data from its various systems to identify important and critical customer information, establishes a data dictionary, develops data lineage, and maintains a comprehensive data monitoring mechanism.

To deliver better services, KGI Life integrates internal and external data to create 360-degree customer profiles, breaking down data silos. Using AI models for deep data mining, it accurately identifies customer preferences, potential needs, and risk profiles. Its goal is to shift from a product-centric to a customer-centric service model by anticipating needs and proactively offering personalized solutions, thereby advancing its digital leap and delivering an outstanding customer experience.

Prioritizing customers' protection needs, KGI Life uses big data analytics and machine learning models to identify target customer lists for protection product promotion, enabling agents to prioritize their visits. The initiative was promoted for dementia insurance and long-term life insurance respectively.

To provide customers with a high-quality experience, the Company developed an aptitude assessment questionnaire and utilized data analysis to understand personality traits, thereby identifying highpotential insurance professionals. This enabled the design of appropriate development programs to support their training, growth, and retention. In turn, the initiative fostered stable, long-term relationships with customers and delivered a more comprehensive and exceptional service experience.

KGI Life's data-driven strategy is powered by a comprehensive application ecosystem that flexibly expands across various analysis scenarios. By combining machine learning and generative AI, the Company enhances operational efficiency and accuracy while reducing upfront costs and maintenance manpower, allowing it to maintain its leading position and drive the development of digital transformation.