文思海辉公司保险智能产品发展战略研究 2018年5月，中国保险学会姚庆海会长在“当保险遇上人工智能——人类 社会新未来”论坛发布《人工智能保险行业运用路线图》，提出了人工智能在 保险业可以划分为三个阶段：电子化、自动化、智能化；按人工智能强弱可划 分为弱、中、强；按行业生命周期划分为探索阶段，发展阶段，强化阶段。针 对保险行业强调要抓紧布局实施，人工智能技术的迅猛发展为保险行业带来了 机遇和挑战，全面迎接全新的人工智能保险业时代。 随着保险科技浪潮的风起云涌，人工智能在保险行业价值链“产品、营销、 服务、运营、风控”环节的深入运用，正在全面改变保险业的面貌。人工智能 运用在客户需求和保险产品的流程和服务设计，更能满足客户个性化的需求， 更加注重客户的体验性，提供高性价比的价格和服务。人工智能对保险行业从 业人员的影响是巨大的，机器人将部分代替人工，以前保险行业需要大量的人 力支持理赔和客服服务，利用语音识别和语音合成的智能客服机器人可以解决 大部分客户简单、常规的问题，降低人工成本，并且提升业务高峰时期的处理 效率。人工智能在保险行业的智能承保、智能核保、智能理赔、智能客服、智 能反欺诈等各个方面将提供技术支持，提升保险行业的价值和效率。 文思海辉公司金融事业群下的保险事业部主要为各个保险公司提供人力外 包、解决方案咨询与实施、测试服务、运维服务等业务。服务的保险客户超过 三十多家，主要包括中国平安、中国人寿等。文思海辉公司保险业务正在从人 力外包向产品和解决方案转型，既是机会又是挑战。传统的产品和解决方案同 质化程度高，面临越来越多的是红海式的残酷竞争，很多传统的产品和解决方 案最终拼的就是谁的价格低，有些项目如果实施风险控制不力甚至赔钱。我们 需要在现有的产品和解决方案上进行转型和深化，在产品和解决方案的先进性、 II 独特性、差异化上胜出对手，发展和推广智能类的产品和解决方案，提高产品 的购买率和毛利率，实现公司以产品和服务双轮驱动的发展战略。 文思海辉公司保险智能产品发展战略主要围绕着以下方面。首先，结合服 务全面发展产品，利用我们在保险行业精通业务和流程的优势，有效结合业务 和人工智能技术，研发对客户带来价值和良好体验的保险智能产品。第二，提 高产品议价能力，利用人工智能技术解决传统业务中的有效痛点，在产品和解 决方案的先进性、独特性及差异化上胜出传统厂商，形成一两个拳头类产品快 速占领市场。第三、带动其他业务的推广和发展，交叉销售我们公司其他业务 线的产品，为公司业务全面发展打下坚实的基础。 关键词： 发展战略，保险智能产品，人工智能，智能机器人，差异化 III Abstract Research on the Strategic Development of AI Product in Insurance of Pactera In May 2018, Chairman Yao Qinghai of China Insurance Society issued a roadmap for the application of artificial intelligence in the insurance industry at the forum of "When insurance meets artificial intelligence - the new future of human society". The roadmap proposed that artificial intelligence in the insurance industry can be divided into three stages: electronization, automation and intelligence; it can be divided according to the strength of artificial intelligence. They are weak, medium and strong; they are divided into exploration stage, development stage and strengthening stage according to the life cycle of the industry. The rapid development of artificial intelligence technology has brought opportunities and challenges to the insurance industry, and fully welcomed the new era of artificial intelligence insurance industry. With the surge of insurance science and technology, artificial intelligence in the insurance industry value chain "product, marketing, service, operation, wind control" in-depth use, is changing the face of the insurance industry in all aspects. Artificial intelligence is used in the process and service design of customer demand and insurance products, which can better meet the individual needs of customers, pay more attention to customer experience, and provide high cost-effective prices and services. Artificial intelligence has a tremendous impact on employees in the insurance industry. Robots will partly replace human resources. In the past, insurance industry needed a lot of manpower to support claims and customer service. The intelligent customer service robot based on speech recognition and speech synthesis can solve the simple and conventional problems of most customers and reduce labor costs，and enhance the processing efficiency during peak business period. Artificial intelligence in the insurance industry intelligent underwriting, intelligent insurance, intelligent claims, intelligent customer service, intelligent anti-fraud and other aspects will provide technical support to enhance the value and efficiency of the insurance industry. IV The Insurance Division of Pactera Financial Enterprise Group mainly provides manpower outsourcing, solution consulting and implementation, testing services, operation and maintenance services for various insurance companies. There are more than more than 30 insurance clients, including China Ping An, China Life Insurance and so on. Insurance business in Pactera is transforming from outsourcing to products and solutions, both opportunities and challenges. Traditional products and solutions have a high degree of homogeneity, facing more and more fierce competition in the Red Sea. Many traditional products and solutions end up competing for whose prices are low, and some projects even lose money if they are not implemented risk control. We need to transform and deepen our existing products and solutions, to outperform our competitors in the advancement, uniqueness and differentiation of products and solutions, to develop and promote intelligent products and solutions, to increase product purchasing rates and gross margins, and to realize the company's product-and service-driven development strategy. The Strategic Development of AI Product in Insurance of Pactera is mainly around the following aspects. First of all, combined with the comprehensive development of service products, we use our insurance industry proficiency in business and process advantages, effective combination of business and artificial intelligence technology, research and development of customer value and good experience of insurance intelligent products. Second, improve the bargaining power of products, use artificial intelligence technology to solve the effective pain points in traditional business, in the product and solution of advanced, unique and differentiated than traditional manufacturers, one or two fist products quickly occupy the market. Third, to promote the promotion and development of other businesses, cross-selling our company's other lines of business products, for the company's comprehensive development of business to lay a solid foundation. Key words: development strategy, insurance intelligent products, artificial intelligence, intelligent robot, differentiation V 目 录 第1章 绪论 ........................................................................................... 1 1.1 研究背景与意义 ............................................................................ 1 1.2 研究方法与内容 ............................................................................ 3 1.3 理论基础和文献综述 .................................................................... 4 第2章 文思海辉公司保险智能产品现状和问题 ............................... 8 2.1 保险智能产品概况 ........................................................................ 8 2.2 保险智能产品发展现状评价...................................................... 10 2.3 保险智能产品发展存在的问题和原因分析 ............................. 14 第3章 文思海辉公司保险智能产品战略环境 ................................. 19 3.1 保险智能产品外部环境 .............................................................. 19 3.2 保险智能产品内部环境 .............................................................. 24 3.3 保险智能产品发展SWOT分析 ................................................ 25 第4章 文思海辉公司保险智能产品发展战略制定及实施 ............ 31 4.1 保险智能产品战略规划的目标 ................................................. 31 4.2 保险智能产品发展战略的选择 ................................................. 33 4.3 保险智能产品发展战略的实施 ................................................. 35 4.4 保险智能产品发展战