The Chinese retail market is increasingly powered by AI, driven by data and enabled by omnichannel touchpoints — as exemplified by the “New Retail” wave. Because consumer expectations are set not only by the insurance industry but also by their experiences in general, insurers have had to cope with the challenge of rapidly modernising in an increasingly digitised landscape.
How has Taikang coped with this problem, and how can it potentially help others do the same?
Chinese consumers are increasingly spoilt by innovations driven by AI, which are becoming smarter and driven by data. This is happening across different industries, so insurers servicing them are working hard to meet these heightened expectations.
Taikang is building an AI platform that will support an extensive range of applications by providing fundamental AI capabilities that will be reused. The platform has four modules: the Customer Identity Verification Platform (CIVP), the Optical Character Recognition Platform (OCRP), the Natural Language Processing Platform (NLPP), and the Speech Analysis Platform (SAP). Each module is made accessible through APIs and SDKs. The CIVP alone saves Taikang over US$70 million annually, and its impact is still increasing.
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