Digital Innovation

Innovative Digital Applications

MID Scenario Application

To establish a seamless identity verification mechanism and streamline administrative procedures, KGI Life has introduced a digital identity verification (Mobile ID) platform. Customers can directly register or upgrade to a member status with the authority to make changes through MID to confirm that customers submit membership applications on their own devices. This effectively enhanced the convenience of membership registration and the proportion of digital policy change, strengthened the identity verification mechanism, and reduced manual administrative review costs. This reflects the Company’s ongoing efforts to strengthen digital risk management and enhance the overall customer experience.

Implementation of General Short Codes

To help customers easily identify the source of text messages and prevent fraud, KGI Life partnered with an external IT provider to become one of the first in the industry to implement a dedicated short code, “68889”. This code is used for SMS messages containing URLs related to transactions, identity verification, and important notifications, such as electronic authorization services, member password resets, policy change (additional) payment reminders, and electronic policy download or pickup alerts. We also proactively promoted the security and credibility of our services through press releases, corporate websites, and social media. Policyholders could easily identify official information and click on SMS links with confidence, which effectively guaranteed the authenticity of the information, enhanced customers’ trust in corporate information, helped customers identify the source of SMS, prevented unscrupulous persons from defrauding in the name of KGI Life, and protected the financial security of policyholders.

Digital Finance Strategy

KGI Life is actively building digital and data infrastructure in response to the digital development trend in insurance services. Through comprehensive digital innovation strategies, we continue to promote the digital transformation using emerging technologies, expand application scenarios to enhance customer experience, reduce operating time and labor costs associated with customer services, and utilize innovative technologies to deliver heartwarming services.

Artificial Intelligence

AI Assistant for Agents

"Afu" is a smart assistant tailor-made by KGI Life for agents. It helps agents obtain the information they need for various policy sales services, including product information, forms, sales support, and frequently asked questions (FAQs). It also connects different agent tools and systems through the system API, providing agents with more comprehensive sales support. It enhances the ability of agents to provide thoughtful and timely services, improves customer satisfaction, and reduces the waiting time for agents to make phone consultations. Afu has become the most trusted, dependable, and caring AI assistant for agents.

We continued to expand Afu’s functionalities and completed system architecture optimization to enhance service flexibility and responsiveness. It now offers a wide range of services for agents, including underwriting and claims progress inquiries, policyholder birthday reminders, e-card creation, access to illness questionnaires, policy management, customer information updates, and the reissuance of documents. These services help shift agent support tasks, previously limited to phone calls, to Afu, thereby enhancing agent professionalism and delivering a superior customer experience. Afu’s outstanding performance won the “Best Product” award at the 21st National Brand Yushan Award.

Audio Recording and Playback Bots for the Elderly

To protect the rights and interests of elderly customers and provide a more convenient and efficient insurance application experience, the Company obtained regulatory approval to pilot an audio recording and playback system for the elderly. By integrating a standardized recording template platform and using a robot to read out required questions, the system reduces the time agents spend on manual data entry and minimizes reading errors. This streamlines the policy review process, reduces repetitive follow-up confirmation, and enhances the overall user experience for policyholders.

Through human-machine collaboration, we can reduce the human error rate and improve operational efficiency, ensuring the accuracy of information received by the elderly. We can also reinvent models of digital operations, allowing elderly customers who are not familiar with new technologies to enjoy the service experience brought about by digital technology innovation. Through digital power with a warm touch, we provide caring service and support to the elderly, further enhancing customer satisfaction and achieving our goal of offering friendly financial services.

After the service is activated, it is expected to reduce the preparation time for elderly audio recordings for digital application by 80%. At the same time, it will reduce the re-recording rate of agents due to errors by 30%. The applicable scope shall be adjusted in accordance with the regulations of the competent authority on a rolling basis.

KGI "i-Life" APP

The KGI "i-Life" APP offers users insurance and lifestyle concierge services, serving as an integrated platform that connects insurance, health, medical care, daily life, and technology. It provides a convenient one-stop insurance selfservice experience, featuring a friendly financial service section, an accessible browsing interface, and voice authentication services. The KGI "i-Life" APP has obtained the app accessibility certification from the Taipei Parents' Association of the Visually Impaired, making KGI Life the first insurance company in Taiwan to receive this professional certification and embodying the policy of friendly financial services.

KGI Life continues to integrate over a hundred features into its app, including policy inquiry and change, online premium payments, claims applications and inquiry, policy loans, health management, customer benefits, and appointment scheduling for in-person services. As a result, the average processing time for policy changes conducted through the KGI "i-Life" APP has been reduced from 4 days to just 1 day.

Through cross-sector collaboration, KGI Life integrates health management and lifestyle information into our customer services. Customers who need medical treatment or physical checkup can use the consulting services and exclusive checkup packages of cooperative hospitals. This extends the scope of services from traditional insurance policy support to health and lifestyle care, enhancing both the breadth and depth of customer services. Service optimization is also carried out in line with regulatory requirements and by integrating new technologies to meet user expectations.

Data Driven

Big Data Platform

Compiled the data of the Company's various systems, identified important and critical customer information, established a data dictionary, developed data relationships, and completed a data monitoring mechanism.

Customer Analysis Data Mart

To provide customers with better services, we established a comprehensive customer analysis data mart, which regularly updates basic data, attributes, behaviors, and transaction records retained by customers. We compiled, analyzed, and labeled this data to gain a comprehensive understanding of customer needs and optimize the customer journey.

List of Target Customers for Protection Products

With customer protection as a priority, we utilized big data analysis and machine learning models to identify a list of target customers for protection product promotion, enabling agents to prioritize their visits. We promoted this initiative for dementia insurance and long-term life insurance respectively

Aptitude Testing for Potential Prediction

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.

Cloud Services

Cloud Data Analysis Platform

KGI Life uses data-driven strategies and a comprehensive application ecosystem to flexibly expand various analysis scenarios. At the same time, it combines machine learning technology to improve operational efficiency and accuracy, reducing initial costs and maintenance manpower and allowing KGI Life to continue leading the development of digital transformation.

Agile Culture

Driving Agile Culture

In response to the rapidly evolving industry landscape, continuous innovation in technology and business models, and the growing importance of digital user experiences, KGI Life established the“Agile Academy” to embed an agile culture into the Company’s DNA. Through hands-on training and coaching support, the Academy develops internal scrum masters. The goal is to enable faster response to change, accelerate software delivery, enhance team productivity, optimize collaboration, improve software quality, and increase customer satisfaction.