“Hello, I am Waterdrop's AI customer service, Bao Xiaohui. How may I assist you?” Recently, Waterdrop Inc. upgraded its AI insurance customer service "Bao Xiaohui" by launching a voice interaction feature in addition to its existing text-based responses. Unlike traditional voice call customer services, Bao Xiaohui can quickly and accurately understand user needs through natural conversation and assist with internal service transfers and policy operations. Currently, the daily service volume for Bao Xiaohui has surpassed ten thousand calls, with service capabilities improving by 40 times within three months of its launch. Its voice response time averages just 1.5 seconds, creating a conversational pace that closely mimics human interaction, setting a leading standard in the industry.

Transitioning from "passive response" to "proactive service," Bao Xiaohui achieves an "instant service" model. The evolution of intelligent customer service in the insurance industry has faced challenges like delayed responses and misunderstandings of intent, failing to meet customers' professional and complex service needs. Traditional insurance voice customer services typically limit themselves to simple Q&A or fixed process navigation, often falling short when dealing with the numerous technical terms and intricate logic found in insurance policies. To address these challenges, Waterdrop's research and development team created an innovative AI Agent program structure that enables real-time voice interaction, forming an efficient "intelligent hub." With an average voice response time of only 1.5 seconds, it effectively eliminates the feeling of lag often associated with traditional voice interactions, delivering a near-human voice experience.

Notably, the core technological breakthrough of the voice version of Bao Xiaohui lies in its seamless integration of voice recognition, intent understanding, and business processing, truly realizing a "dialogue equals service" experience. This means Bao Xiaohui can accurately identify users' insurance service needs through smooth, natural dialogue and seamlessly connect to backend business systems to carry out service inquiries, verifications, and transactions, completely altering the traditional problem of "not answering the question." Furthermore, the voice version of Bao Xiaohui is equipped with strong concurrent processing capabilities, ensuring immediate responses even during peak service hours and enhancing every user's service experience.

Having applied for over 100 artificial intelligence patents, Waterdrop is committed to enhancing its insurance service experience. The head of the Waterdrop business division stated that it took only 30 days from scene design to the official launch of the voice version of Bao Xiaohui. After 90 days, service capabilities have improved by over 40 times. In telephone service scenarios, the question transfer rate for users has decreased by more than 60%, effectively reducing waiting time caused by question transfers. From a technical perspective, the R&D team leveraged large model technologies to shorten inference delays to milliseconds, pioneering the deep integration of complex business with voice dialogue capabilities in the industry, fundamentally evolving the "dialogue equals service" experience.

Importantly, whether in its online text version or the voice telephone version, Bao Xiaohui represents a departure from cold, mechanical automation processes towards a service partner that possesses emotional awareness, engages in multi-turn interactions, and is always online. It can understand user needs and provide a highly efficient and caring service experience, making AI a true amplifying force for service value. “I was worried that the AI customer service wouldn't understand me, but it was surprisingly smooth,” expressed Ms. Wang from Shaanxi, praising Bao Xiaohui’s service.

Beyond Bao Xiaohui, Waterdrop has developed a comprehensive matrix of AI products. As one of the earliest companies in the insurance technology field to focus on AI large model applications, Waterdrop invests nearly 300 million yuan annually in research and development and has applied for over 100 technical patents. The company’s independently developed “Waterdrop Water Guardian Large Model” serves as the "central nervous system" for insurance services, widely used across customer service, quality inspection, sales assistance, and smart marketing scenarios. Waterdrop AI underwriter "KEYI.AI" has reduced the average processing time for complex health insurance underwriting by 80%, achieving an underwriting accuracy rate of 99.8%. Waterdrop AI quality inspection can cover 100% of all scenarios, reducing the cost by over 50% compared to manual quality inspections. The smart marketing tool “Waterdrop Micro影” can generate hundreds of videos at the click of a button, significantly enhancing the effectiveness of video marketing for insurance professionals by over 95%. Waterdrop is deeply integrating AI into every step of the insurance service process, enhancing industry service quality and efficiency while providing users with a more convenient and effective service experience.