ChinaFinance and insurance2025 – ongoingNew China Life Insurance
LLM agents supporting counter staff and insurance agents
New China Life reported a problem-resolution rate above 97% for its LLM agents
Problem
Counter staff and insurance agents needed answers to questions arising during customer service and sales work.
Approach
New China Life launched 11 large-language-model agents in 2025. The insurer reported that they supported more than 3,500 counter staff and over 100,000 insurance agents across China.
Results
Takeaway
The reported resolution rate covered staff support; it did not establish an increase in insurance sales.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agents
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
National Business Daily reported insurers' AI disclosures from their 2025 annual results. It attributed 11 deployed LLM agents and a problem-resolution rate above 97% to New China Life, supporting more than 3,500 counter staff and over 100,000 insurance agents.
Full details are in the original sources.