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Agent training AI

Aflac Life Insurance Japan Ltd.
Workforce Transformation

Elevator pitch

Agent training solution using AI avatars that react according to conversation

Innovation Presentation

Aflac has developed an agent training solution that allows agents to practice conversation with AI avatars to achieve results faster. As a result, the average for nursing care insurance sales by those who completed the training was more than double of those who did not. In addition, the time needed to train agents was reduced by 20 hours per month.

[Details of initiative]
Aflac has developed an agent training AI that records, analyzes, and evaluates role-playing results. During role-playing, the AI avatar reacts according to the conversation, thereby improving the learning efficiency of inexperienced agents.

After role-playing, the AI analyzes and reports whether the agent was able to use the pre-registered important keyw…

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