Waterdrop Introduces Waterdrop Assistant, Its First Digital Employee

"Waterdrop Assistant" can recognize client demands based on consumers' keywords and offer customers customized push alerts, policy expiration reminders, and birthday wishes in real-time.

Fremont, CA: Waterdrop officially introduced its first digital employee, the "Waterdrop Assistant." "Waterdrop Assistant" is a human-like virtual employee built on Waterdrop's business operations and driven by a variety of technologies such as robotic process automation (RPA) and artificial intelligence (AI). "Waterdrop Assistant" may assist the online insurance service team with various duties, including data processing and analysis, online user management, and customer service, enhancing the Company's customer service team's reaction time, quality, and scope.

"The introduction of digital workers is our newest investigation to continue pushing the digital transformation of the insurance business, to lower operational costs, and to increase the efficiency of insurance services," said Mr. Mingxing Huang, Head of AI at Waterdrop. In our situation, 'Waterdrop Assistant' has aided in reducing reaction time, lowering operational expenses, and unleashing the potential of our personnel. According to our data, 'Waterdrop Assistant' has handled 86 percent of user sessions with a 97 percent accuracy rate for intention identification since its introduction, freeing up 37 percent of customer care staff and successfully increasing the policy renewal rate. 'Waterdrop Assistant' is now in charge of very repetitious and labor-intensive activities, but it has also undergone regular system modifications and architectural improvements as a result of ongoing machine learning. Waterdrop Assistant, for example, completed 20-plus system revisions and three architectural upgrades cumulatively in the fourth quarter of 2021. Our next goal is to enable 'Waterdrop Assistant' to accomplish tasks autonomously for more complicated and interactive situations and play a larger part in the sales inquiry, underwriting review, risk control, and claim settlement processes."

According to Mr. Huang, Waterdrop Assistant is positioned as an "assistant" to insurance service professionals. "Waterdrop Assistant" has finished training in voice, sentiment recognition, semantic analysis, and other skills, allowing it to perform simple interactions with consumers, record and aggregate their protection requirements, intend to acquire insurance and categorize them into distinct categories. This will assist the Company's online services team develop more timely, professional, and tailored insurance policies for various consumers. In terms of Digital user management, "Waterdrop Assistant" has substantially increased the operation refinement and effectiveness of its insurance service employees and is capable of autonomously interacting with client communities and preserving customer connections.