Laiye
9 Case Studies
Case Study: Taiping Life Insurance streamlines customer service and speeds up responses with Laiye Chatbot
A Laiye Case Study
How China’s leading insurer streamlined customer experiences with Laiye
Taiping Life Insurance, a leading insurer with a nationwide service network, needed a faster way to train new and existing agents and help them keep up with complex, frequently changing insurance products. The company turned to Laiye’s Intelligent Dialogue Platform, Laiye Chatbot, to create the “Taiping Insurance Smart Machine Secretary,” an AI assistant designed to reduce the steep learning curve and improve customer service responsiveness.
Laiye implemented a chatbot solution that combined Q&A, task, form, and chat capabilities with knowledge-base support and NLP-driven semantic understanding. The result was quicker, more accurate responses for agents and customers, reduced manual workload, better customer engagement, and improved sales efficiency; since launching in 2019, the platform has served more than 140,000 insurance agents across five channels with up to 95% semantic understanding accuracy.
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