AIA – Insurer Innovation Award 2023

1. Submission for
The Digital Insurer Awards
Insurer Innovation 2023
AIA China – May 2023

3. Source: AIA Group annual results 2022: https://www.aia.com/content/dam/group-wise/en/docs/investor-
relations/2023/AIA%20Group%20FY%202022%20Analyst%20Presentation%20Final.pdf
Agent Headcount
Agent VONB
Active Agents
#1 Million Dollar Round Table (MDRT) in
Mainland China and Globally.
Hubei Province
New province launch
Wuhan
Second center opened
Shijiazhuang
Status upgraded
Tianjin
Status upgraded
Henan Province
New branch preparations at
advanced stage

5. Key features:
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6. 1. Realistic Business Scenarios
2. Accurate Real-time QC of
Conversations
3. Comprehensive Evaluation
6. Resources for All Career
Levels
5. Conversational Training All
Day, Everyday
4. Data Driven Evaluation
and Feedback

7. AIA confidential and proprietary information. Not for distribution.
[AIA – INTERNAL]
• Text-based exercises
reinforce video training
• Voice-based practice for
wide-range of scenarios
24/7, at different levels of
difficulty
• Pre-set personas and scenarios
to simulate real customer
conversations
• Voice-based interactions
• Unified test standards
• Real time detection of tone of
voice & speed of speech
• Real-time detection, instant
feedback
• Radar chart to identify
areas of improvement
• Recording playback
• Holistic view of historical
test performances
• Short-form videos to
maximize learning
• Examples from top-
performing agents
• Rich bank of content
designed for all
experience levels

8. AIA confidential and proprietary information. Not for distribution.
[AIA – INTERNAL]
Better quality training
• Unified test standards
• Optimized time and
resource allocation
Improved practical skills
• Simulate real-life scenarios
• Practice anytime, anywhere
Stronger motivation
• Stimulate interest to learn
• Easy to pick up and nurture the
habit for continuous learning
Drives efficiency
• Relieves leaders from training
new agents, so they can focus
on servicing customers better
• Repeatable AI training provides
learning reinforcement
Increases effectiveness
• Real-time testing and feedback
• Simulated customer dialogues
to practice conversational
techniques
Data-driven new agent training
• Data insights track progress,
Identifying strengths and areas for
improvement
• Targeted remediation enabled
For 内勤
Capturing agent data
• Rich behavior insights enable
future analytics and modeling
Empowering future growth
• Reduces resource drain from
training for new sales districts
• Accelerating talent growth
Major milestones achieved
• Intelligent agent training
unlocked
• Significantly lower training
turnaround time (TAT)
• 100% coverage of topics

9. Frees up leaders from new agent
training, saving 576* hours per leader
per year
Daily capacity is 26,400 sessions, enough to
support all new agents nationwide.
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✔ Measurable：Behavior data
enables performance analysis and
proactive team management
✔ Traceable：Training records
available for retrospective reviews
*Assume 2 training sessions per month for new agents
Analytics dashboard with
agent level behavior
insights will provide richer
insights the more its
used. In the future it will
nudge behaviors and
recommend next/new
training programs.
First of its kind - new way of training agents for AIA
Real-time detection, evaluation and response in milliseconds
AI responses dynamically adjusted from agent speech
Simulates customer dialogue in line with real customer
scenarios

10. “This system can
help me practice
anytime, anywhere,
and solidly improve
my basic skills.”
“AI Roleplay enables agents to conduct self-
inspection and assessment, against a set
standard. It also allows supervisors to assess the
learning progress of newcomers, and helps
improve remote management.”
“It helps new agents learn sales conversations, while false prompts help them improve their
speech skills.
Before, training time was limited to in-person training. With AI Roleplay, recruits can learn and
master more knowledge at their pace. AI Roleplay improves efficiency, both for agents who
can learn more quickly, and for supervisors assessing agents.”
“AI Roleplay helps supervisors set
standard speech skills for new
hires, and the human-computer
interaction, enables agents to
practice before entering the
market.”
“The biggest advantage of AI Roleplay is that it can improve our sales
skills in a short period of time. It quickly lays the foundations and is a
helpful training tool. The customer scenarios are diverse, and AI
provides tips on answering some questions – it’s just like
communicating with people.”

12. AIA confidential and proprietary information. Not for distribution.
AIA confidential and proprietary information. Not for distribution.