Waterdrop has announced a strategic partnership with DeepSeek, marking a significant expansion of its AI-driven insurance ecosystem. The collaboration aims to transform traditional insurance services by integrating large-scale AI models, enhancing service precision, and improving efficiency across the insurance value chain.
AI-powered insurance services
Waterdrop is shifting from conventional insurance agents to expert consultants, enhancing customer support, risk management, and product innovation by using AI. The company’s AI Insurance Expert supports multi-modal interactions, including voice and text, allowing for seamless communication with customers. The AI system autonomously manages insurance consultations, covering accident and medical policies while engaging users in lengthy, in-depth discussions.
According to Waterdrop, its AI Insurance Expert can handle customer inquiries with greater efficiency than entry-level human agents. On average, AI-powered consultations last up to 50 minutes per session, optimizing sales strategies and customer engagement.
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Quality inspection and risk management
Waterdrop has also launched an AI-based Quality Inspection Solution to improve service regulation and oversight. By analyzing conversations using semantic understanding and long-text reasoning, the AI tool evaluates user interactions based on tone, intent, and policy compliance. The system provides 100% coverage across multiple communication channels, including voice and enterprise chat records, reducing operational costs by over 50% compared to traditional manual inspections.
“Since its establishment, Waterdrop has been dedicated to leveraging internet technology to promote inclusive insurance and drive the sustainable development of the industry through innovative, productivity-enhancing solutions,” said Shen Peng, founder and CEO of Waterdrop.
Waterdrop is using AI and big data to develop personalized insurance plans tailored to specific demographic groups, such as seniors, expectant mothers, and individuals with chronic health conditions. This approach seeks to bridge gaps in healthcare access by providing affordable, customized coverage for underserved populations.
In 2024, Waterdrop introduced 174 tailored insurance products, comprising over 92% of its portfolio. The company’s transition from standardized policies to personalized offerings highlights its commitment to reshaping the industry through technology-driven solutions.
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