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辅助还是代替,保险+人工智能展望
2019-01-12

你有没有想过,某天你所在的行业将被机器替代,或许有一天人工智能将取代某些行业。作为专业性较强的保险行业与人工智能结合,将会发生什么化学反应?未来保险行业是否会被人工智能替代呢?


复旦大学中国保险科技实验室发布《人工智能保险行业运用路线图》,人工智能保险行业发展的时间轴可划分为三个阶段:2006年起,我国保险业开始进入电子化时代(2006-2015),随之是自动化时代(2015-2018),直到2018年开始进入智能化时代(2018及以后)。智能化时代又需要跨过弱智能(2018-2020)和中智能(2020-2030)两个阶段,*终达到强智能时代(2030及以后)。


人工智能的运用,将对保险业有哪些影响:


其一,人工智能对保险客户服务的影响。从用户接受服务的角度来说,保险行业的服务流程主要包括产品设计、销售、承保、投保、理赔、售后服务等;从保险公司持续健康发展的角度来说,必然离不开精算、风险控制、保险资金运用等工作环节。在这些服务流程和工作环节中,人工智能正逐渐找到自己的位置并产生了不可忽视的影响。

 

其二,人工智能对保险核心业务的影响。人工智能对寿险、非寿险及再保险业务也具有不同的影响。借助基因检测,可穿戴智能设备等技术和手段,搜集被保险人全方面健康数据,并将收集来的信息与人们生会变化规律相结合,推算出被保险人的身体健康状况和生命周期特征,从而有利于调整考验产品结构、对被保险人健康状况进行主动有效的管理,让寿险产品的融资功能和保障功能实现有机融合;在非寿险领域,人工智能主要改变了原来的风险管理和风险识别的手段,拓展了保险覆盖范围,也催生了大量基于各类场景的业务形态的出现;对于再保险公司来说,人工智能在身份识别管理、自动化保险理赔及反欺诈等领域的优势,将增强再保险公司的风险分析和索赔管理能力,从而降低再保业务的审定难度,提高保险公司和再保险公司的沟通效率,未来还可能依托区块链、大数据和人工智能技术打造再保险交易平台,将对传统再保险市场形成不可忽视的替代作用。

 

其三,人工智能对保险从业人员的影响。人工智能正逐步渗透到保险业的方方面面,保险公司在享受人工智能带来的效率提升的同时,世界各地的保险从业者也将面对人工智能可能对就业带来的冲击。



人工智能时代已经到来,下一步有可能是人工智能爆发式发展的时期。保险行业应具体重哪些层面运用。从应用场景来讲,大致可以分为三个层面:


第一,直接面向*终的保险客户。保险客户有一个说法,叫做保险客户的客户关键旅程,他在跟保险公司交互的客户关键旅程,无外乎是从一开始的获取保险产品相关信息,到咨询、投保,接下来可能就会有核保,核保之后,生效之后如果有意外发生,会有理赔,会有增值服务等等。在这样客户关键旅程里面,我举了一些*典型的人工智能应用,可以看到其实到现在为止应该说保险公司在这些领域都已经有人工智能产品已经上线在应用了。这其中的运用包含智能投保顾问,统一身份认证,人脸识别,声闻识别,图象识别,智能核保,智能定损,智能理赔等。


第二,基于供应链的人工智能应用。保险的产品在人工智能时代也面临着升级,人工智能能对他的推动使得这个产品能够做更加多的个性化的定制。另外在风控领域其实人工智能应用也非常多,这个里面包含了通过对大量的客户理赔案例的客户画像建立,通过各种模型跟因子的建立,*后能够建立起风控模型,及时辨识出来一些有风险的理赔客户,及时的预警,防止在理赔方面的一个更大损失。具体应用体现在,智能投研,智能投顾。


第三,智能招聘。保险业都有开门红,每年的开门红都是会带来巨量的保费收入,在巨量保费收入的背后,每一年第四个季度大家都在忙着做营销员的招聘,众所周知,营销员的流失率非常高,招聘的数量真的是海量,人工智能的运用将大大的缩减相关时间,人力,资源成本。



人工智能在保险业的运用尚属于发展初期,面临着众多挑战。


第一,政策监管障碍。众多保险公司、科技公司都在涉足人工智能保险相关领域,但整个行业没有统一的标准。监管层面上,目前暂时没有对人工智能在保险行业的运用制定明确的监管法规,监管的空白使得人工智能保险行业的运作秩序得不到保障。

 

第二,数据障碍。目前保险行业的数据库缺乏广度和深度,历史数据在质量和数量上远远达不到大规模运用人工智能的程度,数据孤岛现象严重,产品销售端和服务端往往无法获取,影响人工智能质量。

 

第三,市场障碍。首先,人工智能将会对保险代理人群体产生冲击,这个群体十分庞大,利益相关者短期可能会阻碍人工智能与保险的结合;此外,传统保险公司的经营理念桎梏是一个潜在问题,我国保险行业本身潜在市场还很大,大众接受正常的保脸产品尚且不易,接受人工智能保险产品则更难。*后,人工智能技术的应用深度不够,除了特定领域,比如语音识别、人脸识别等方面,其他领域运用并不广泛,只有全行业广泛应用的风潮到来,保险行业才会迎来质的发展。

 

第四,研发或技术障碍。人工智能目前处于发展阶段,技术研发成本高,研发期长,虽然目前人工智能在感知智能层面越来越成熟,但是与真正运用到实业,和保险深入契合,还存在一段距离。同时保险是一个多学科知识结合的学科,需要全方位的知识,面目前人工智能只能支持单方面的智能,还难以做到和人类一样多方向思考。

 

第五,信息安全问题。人工智能保险运用中需要考虑投保人的信息隐私保护问题和安全问题,即保险公司获取投保人某方面的信息是否合法合理,是否存在泄露的风险。目前,保险公司在建设安全壁垒、保护好客户和保险公司的数据信安全方面存在不足。


人工智能的发展,对于保险业来说是挑战也是机遇,虽然目前仍然处于初步应用,但未来发展可期。2019中国互联网保险创新峰会(CIIS2019)将在4.11-12为您带来保险+人工智能的运用及畅想。


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