Author(s)

Peng Cai ¹

Affiliation(s)

¹ School of Advanced Studies, Saint Louis University, Baguio City, 2600, Philippines

Corresponding Author

Peng Cai

ABSTRACT

This article takes customer service innovation in insurance companies as its research objective, focusing on how to enhance customer satisfaction and corporate competitiveness through technological innovation and optimization of service processes. Through questionnaire surveys and case analyses, it uncovers the existing issues and underlying causes in customer service within insurance companies today. Subsequently, based on artificial intelligence and big data technologies, a specific plan for customer service innovation is presented, encompassing the introduction of intelligent customer service systems and the optimization of service processes. Experimental results indicate that the innovation plan significantly enhances customer satisfaction and processing efficiency, albeit revealing issues related to compatibility in certain technological applications and training challenges. The study ultimately identifies key elements of a customer service innovation model and, drawing from practical operational experience, proposes targeted improvement suggestions. This article not only provides practical guidance for insurance companies but also offers theoretical support and empirical evidence for customer service innovation within the industry.

KEYWORDS

Insurance company, customer service innovation, artificial intelligence, big data, customer satisfaction

CITE THIS PAPER

Peng Cai, Construction of innovative customer service model for insurance companies. Industrial Engineering and Innovation Management (2025) Vol. 8: 143-148. DOI: http://dx.doi.org/10.23977/ieim.2025.080117.

REFERENCES

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[3] Process innovation case study of insurance industry: Based on Case of H Company. JY Jeon, JI Lee, DS Kwon - Indian Journal , 2015 - sciresol.s3.us-east-2.amazonaws.https://sciresol.s3.us-east-2.amazonaws.com.
[4] The Research of the Property Service Enterprises Innovation Based on the Customer Relationship Management Theory. L Feng - 2015 8th International Conference on Intelligent , 2015 ieeexplore.ieee.org. https://ieeexplore.ieee. org/abstract/document/7473477/.
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