Two digitalization projects of Cigna & CMB Life Insurance have been selected as "2025 China Insurance Industry Digital Transformation Outstanding Cases"
Recently, the results of the "2025 China Insurance Industry Digital Transformation Outstanding Case" collection campaign organized by the "China Banking and Insurance News" were announced. The Bank-Insurance Digital Platform Upgrade Project and the Large Model Multimodal Intelligent Quality Inspection Platform Project submitted by Cigna & CMC Life Insurance Co., Ltd. (hereinafter referred to as "Cigna & CMC") both won the title of "2025 China Insurance Industry Digital Transformation Outstanding Case".
As a media outlet under the administration of the National Financial Regulatory Administration, the "China Banking and Insurance News" has always closely followed the digital transformation process of the insurance industry. Since 2019, it has been collecting digital transformation cases from the entire industry for six consecutive years, aiming to comprehensively showcase the progress and achievements of China's insurance industry in leveraging advanced technology to drive digital transformation, promote experience exchange and sharing within the industry, and support the high-quality development of the insurance sector. The recognition of Cigna & CMC's two digital projects provides a replicable experience paradigm for innovation across the industry.
Bank-Insurance Digital Platform Upgrade: Technology Empowers Channel Specialization Transformation
Against the backdrop of intensifying competition in the bank-insurance channel and the upgrade of customer demand towards "comprehensive risk solutions," Cigna & CMC's Bank-Insurance Digital Platform Upgrade Project addresses issues such as "relationship marketing" and "mass manpower tactics" in traditional bank-insurance channel marketing. Relying on cutting-edge technologies like artificial intelligence and big data, it has built a mobile work hub integrating intelligent tools, customer management, learning empowerment, and performance management. This helps empower frontline staff to enhance professionalism and work efficiency, demonstrating innovative significance.
Integrating the "Nuo Xiao Zhu" AI Intelligent Q&A System, Revolutionizing Knowledge Empowerment. Cigna & CMC's "Nuo Xiao Zhu" employs natural language processing and machine learning technologies. Through semantic understanding, it accurately identifies fragmented and colloquial questions raised by sales personnel, achieving a 96% accuracy rate in answering high-frequency questions. It has become a 7×24-hour online "intelligent expert" for salespeople, enhancing the professionalism of their services.
Building a "Customer Dimension" Data Engine, Implementing a Customer-Centric Business Philosophy. Cigna & CMC has broken down data silos scattered across different systems. Through data middle-platform technology for cleaning, integration, and modeling, it has constructed a unified customer view. It has successfully achieved the leap from a "policy dimension" to a "customer dimension," truly realizing a "customer-centric" approach.
Creating a Modular "Function Center," Enabling Sustainable Accumulation in Channel Operations. Cigna & CMC has integrated over 40 business functions into a clear "Function Center" module, covering comprehensive scenarios such as tool assistants, customer service, and knowledge bases. This enables sustainable and deep accumulation of channel capabilities and operational levels, empowering the long-term healthy development of the channel.
Large Model Multimodal Intelligent Quality Inspection Platform: Upgrading Full-Link Compliance and Risk Control
Facing massive data from online insurance touchpoints (telemarketing, corporate WeChat, etc.) and regulatory requirements for "traceable sales processes and accountable issues," Cigna & CMC spent half a year building a large model multimodal intelligent quality inspection platform. It innovatively integrates technologies such as privatized large models, OCR image recognition, and quality inspection knowledge bases, comprehensively covering multimodal materials including voice, video, text, and images. This truly establishes a full-scenario quality inspection system covering all aspects of customer touchpoints.
First, Privatized Deployment of Large Models, Achieving Dual Breakthroughs in Data Security and Model Flexibility. Based on a private cloud environment, Cigna & CMC independently deployed a large language model. Combined with an intelligent agent built from a business knowledge base, the company can quickly adjust quality inspection strategies according to its own business characteristics (such as differentiated requirements for health and accident insurance), ensuring data security.
Second, Large Model Empowers Contextual Understanding, Solving the "Taking Out of Context" Quality Inspection Challenge. The project leverages the long-text semantic understanding capability of large models to construct an "intent-behavior-outcome" reasoning chain. It identifies and alerts potentially ambiguous sales language during the process, solving the "taking out of context" problem of traditional rule engines.
Third, Knowledge Base and AI Collaboration, Building "Scenario-Specific Intelligent Agents." The project has distilled over 100 quality inspection risk scenarios into a quality inspection knowledge base. Through the "prompt engineering" technology of large models, it links the knowledge base with sales conversation content to generate "intelligent quality inspection strategies," achieving dynamic quality inspection with "one strategy per scenario" and avoiding misjudgments caused by "one-size-fits-all" rules.
Fourth, OCR Recognition Technology, Filling the "Last Mile" of Image Quality Inspection. Cigna & CMC introduced OCR image recognition technology. Combined with the text understanding capability of large models, it achieves full-process coverage of "image content extraction - key information identification - compliance judgment," filling the quality inspection gap for image scenarios.
The awards for the two cases represent industry recognition of the company's digital transformation strategy and practices. In the future, Cigna & CMC will uphold the philosophy of "Finance for the People," take responsibility as its mission, seize new opportunities presented by the times, bravely meet challenges, continuously advance digital transformation, build a comprehensive health service ecosystem, promote its own high-quality development, and inject new vitality and momentum into the development of the insurance industry.
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