Ms. Pawina Juchuan, BKI's Managing Director, revealed that this year's ESG, the company has set a budget of approximately 1 million baht to provide knowledge and assistance in electrical wires and materials for schools in Kanchanaburi Province and aims to expand this activity nationwide in 2025. This will be an important step to create new opportunities to expand the business to grow strongly and steadily, and to elevate the organization to another level under the concept of Distinguished Excellence, aiming to create outstanding and distinctive excellence through the development of a variety of products that meet the lifestyles of modern people, along with creating service innovations that meet their needs, using technology and digital solutions to enhance operational efficiency, and developing personnel to have knowledge and skills in all areas. Bangkok Insurance emphasizes taking care of customers in all dimensions in order to deliver a good experience and create a good impression. The company has applied AI technology in various areas to elevate the service to "Service Excellence" to provide customers with the highest satisfaction, as follows:

1. RPA (Robot Process Automation), a technology that the company has been using since 2019 to help the system work automatically 24 hours a day, increasing work efficiency, reducing redundant steps and errors. This results in being able to provide fast and quality customer service. In 2025, the company has integrated RPA and AI OCR (Optical Character Recognition) technologies, which will increase the capabilities of various systems within the organization to their full potential, while also allowing personnel to have more time to work and focus on tasks that require creativity, analysis, and customer contact, as well as promoting the development of new skills, which will create added value for the organization. The company will use RPA and AI OCR in many areas, such as the process of issuing car insurance policies, issuing work orders, and opening claims, which is expected to reduce work by 450,000 transactions per year and reduce work hours by up to 35,160 hours per year.

2. AI OCR (Optical Character Recognition) is a technology that can automatically convert images or documents into digital text by using AI systems to help understand and interpret language automatically to use data from images and documents in the next work process correctly and quickly. This will help make processes that used to take a lot of time and labor more efficient. The company has implemented AI OCR in many areas, starting with accounting and finance, such as tax invoices, additional debit notes, credit notes, and other documents, which helps reduce work time and errors that may occur from manual data entry. It also helps to make data management more accurate and faster. It is expected that by 2025, it will be able to manage 327,119 sheets of documents per year and reduce working hours by 16,356 hours per year.

3. AI Agent receives non-urgent accident reports (dry claims) and provides answers to general questions such as claim procedures and compensation payments. It is expected that there will be 235,000 calls per year, which will allow customers to access services conveniently and quickly 24 hours a day without having to wait on the line for a long time. It also helps reduce the burden of duplicate work for customer service officers, reduce the rate of missed calls, and increase the smooth and satisfactory service experience for customers, especially customers who urgently need to report an accident that is currently occurring.

4. AI helps approve car repairs quickly. The company has used AI in the car repair approval process of garages for cases with a budget not exceeding 10,000 baht within 1 day, allowing garages to start repairs immediately and reducing customer waiting times. 5. Self-Service Analytics is a tool that allows employees to access, analyze, and use data by themselves. Because it is designed to be easy to use, it does not require high technical skills. It will help increase work efficiency and support accurate and fast decision-making. Reduce errors from delayed or incomplete data analysis. It also helps increase agility and promotes a culture of data use within the organization. Increase transparency in data management And better understand customer behavior To develop personalized service guidelines Including determining appropriate marketing strategies 6. AI strengthens the Cyber ??Security system The company has introduced AI to help detect and prevent cyber threats in real time. By learning from a large amount of data about dangerous behaviors, it can identify threats from the beginning of the attack, reduce risk and prevent security breaches effectively. It is considered one of the important tools that help detect, analyze and prevent cyber threats faster and more accurately.

Go To Lead