Waterdrop Unveiled Its First Digital Employee Waterdrop Assistant
Waterdrop Inc. (NYSE: WDH) launched its first digital employee, the Waterdrop Assistant, designed to enhance online customer service in insurance. This AI-driven tool utilizes technologies like robotic process automation, improving response time and reducing costs. It has processed 86% of user sessions with a 97% accuracy rate, freeing up 37% of customer service manpower. The assistant supports user management, speech recognition, and sentiment analysis, allowing for personalized customer interactions and timely insurance solutions.
- Waterdrop Assistant processes 86% of user sessions with 97% accuracy, enhancing efficiency.
- Freed up 37% of customer service manpower, reducing operational costs.
- Facilitates personalized customer interactions, improving user experience and satisfaction.
- None.
BEIJING, Aug. 19, 2022 /PRNewswire/ -- Waterdrop Inc. ("Waterdrop", the "Company" or "we") (NYSE: WDH), a leading technology platform dedicated to insurance and healthcare service with a positive social impact, recently announced that it officially launched its first digital employee "Waterdrop Assistant". "Waterdrop Assistant" is a human-like virtual employee that was developed based on Waterdrop's business processes and is powered by multiple technologies, including robotic process automation (RPA) and artificial intelligence (AI). "Waterdrop Assistant" can help the online insurance service team with numerous tasks, including data processing and analysis, online user management, and customer services, thus improving the response time, quality, and scope of the Company's customer service team.
Mr. Mingxing Huang, Head of AI at Waterdrop, commented, "The introduction of digital employees is our latest exploration to continue promoting the digital transformation of the insurance industry, to reduce operating costs, and improve the efficiency of insurance services. Specifically in our case, 'Waterdrop Assistant' has helped shorten the response time, lower operating costs, and unleash the potential of our staff. Our analysis shows that since its launch, 'Waterdrop Assistant' has processed
Mr. Huang added, Waterdrop Assistant is positioned as an "assistant" to insurance service staff. Through its intelligent dialogue robot technology, "Waterdrop Assistant" has completed the training related to speech, sentiment recognition, semantic analysis, and other capabilities, enabling it to conduct simple communication with customers, record and collate their protection needs, intention to purchase insurance, and classify them into different groups. This will help the Company's online services team develop timelier, professional, and customized insurance plans for different customers. In terms of online user management, "Waterdrop Assistant" has significantly improved the operation refinement and efficiency of its insurance service staff and has been capable of interacting with customer communities and maintaining customer relationships independently. For example, "Waterdrop Assistant" can identify customer needs according to the keywords sent by customers, send personalized push notifications, reminder of policy expirations and birthday greetings to customers in time.
In addition, "Waterdrop Assistant" has been well-acquainted with over 100 insurance products equipped from Waterdrop's sophisticated data library, including the product profile, insurance coverage, policy renewal, and claims settlement process. Based on its semantic understanding capability, "Waterdrop Assistant" can recommend answers for our insurance service staff in real-time so they can provide quick and accurate responses to customers more easily. During its interaction with customers, "Waterdrop Assistant" can detect and understand customer sentiment immediately and assists the service staff in comforting the customers at proper times, thereby improving user experience and satisfaction.
About Waterdrop Inc.
Waterdrop Inc. (NYSE: WDH) is a leading technology platform dedicated to insurance and healthcare service with a positive social impact. Founded in 2016, with the comprehensive coverage of Waterdrop Insurance Marketplace and Waterdrop Medical Crowdfunding, Waterdrop aims to bring insurance and healthcare service to billions through technology. For more information, please visit www.waterdrop-inc.com.
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SOURCE Waterdrop Inc.
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