Recently, the “Insight Agent Solution” jointly developed by cloopen and CITIC Prudential Life Insurance, featuring the “Big Model Conversation Insights”, successfully won the “Best Practice Case of AI Agent in 2025” award established by the well-known consulting institution iAnalysis in the industry. This honor fully demonstrates that the benchmark practice of promoting the application of AI Agents in financial scenarios by both parties has received high recognition and authoritative affirmation from the industry, and has extensive demonstration significance and reference value.
CITIC Prudential Life Insurance, as a leading player in the Chinese life insurance market, has always adhered to the business philosophy of “listening to the limits of the customer, and being where the trust lies”. It is committed to driving the upgrade of financial services through technological innovation. Facing the challenges such as the in-depth mining of massive customer service data, the closed-loop improvement of service competitiveness, and the efficiency bottleneck of service quality monitoring, CITIC Prudential Life Insurance actively embraced AI Agent technology and collaborated with cloopen to jointly create the Insight Agent solution for conversation insights.
This solution is based on large-scale models and multimodal NLP technologies, enabling comprehensive analysis of voice and text interactions. It deeply explores customer needs, emotional changes, and service weaknesses, effectively enhancing service quality and operational efficiency.
After the project was implemented, the efficiency of data processing and analysis increased by nearly 10 times. The utilization rate of session data rose from less than 5% to 95%. The number of knowledge base entries increased by more than 100%, covering over 90% of the frequently consulted scenarios. This significantly improved the customer experience and the capabilities of the agents, truly achieving a service transition from “passive response” to “active insight”.