InsuranceAssurance · East AsiaEast Asia · ChinaChine
Ping An Insurance
Express Service Gateway / AI Service Representatives (incl. AI Doctor) · Vendor:Éditeur : Ping An (in-house)
What the agent doesCe que fait l'agent
Suite of AI agents handling the bulk of customer service, sales conversion and health diagnostics across Ping An's insurance, banking and healthcare businesses.
Fiche rédigée en anglais.
Key factsCe qu'il faut retenir
- Ping An Insurance (China) runs Express Service Gateway / AI Service Representatives (incl. AI Doctor) (vendor: Ping An (in-house)) in Customer Service / Claims / Health. Stage: in production.Ping An Insurance (Chine) exploite Express Service Gateway / AI Service Representatives (incl. AI Doctor) (éditeur : Ping An (in-house)) sur le périmètre Customer Service / Claims / Health. Statut : en production.
- Scored N2, validated execution: the agent prepares. Quadrant Orchestrated, 6/10 value-chain links instrumented on the HUB Institute CODA™ matrix. Observed at N3 but capped at N2: the locks documented publicly do not authorise more.Scoré N2, exécution validée : l'agent prépare. Quadrant Orchestré, 6/10 Maillons de la chaîne de valeur instrumentés sur la matrice CODA™ du HUB Institute. Observé à N3 mais plafonné à N2 : les verrous documentés publiquement n'autorisent pas davantage.
- Reported outcome: 1,702 million services (~80% of total customer service) (AI Service Representatives volume).Résultat rapporté : 1,702 million services (~80% of total customer service) (AI Service Representatives volume).
- Evidence: 2 public sources (PR Newswire / Ping An, Yicai Global), confidence 75%.Preuves : 2 sources publiques (PR Newswire / Ping An, Yicai Global), confiance 75%.
SectorSecteur
InsuranceAssurance
IndustryIndustrie
Insurance & financial services
DepartmentDépartement
Customer Service / Claims / Health
VendorÉditeur
Ping An (in-house)
CountryPays
ChinaChine
RegionRégion
East AsiaEast Asia
First cataloguedAjouté le
27 Aug 2026
CODA™ Score Card · HUB InstituteCODA™ Score Card · HUB Institute
Scored from public sourcesScoré sur la base de sources publiques
Frieze · Frise · Customer-care journeyParcours service client
- 1. Contact & intakeContact & accueil
- 2. Identity & contextIdentification & contexte
- 3. Request triageQualification de la demande
- 4. Answer & informationRéponse & information
- 5. Account actionAction sur le compte
- 6. Financial transactionTransaction financière
- 7. Technical resolutionRésolution technique
- 8. Human escalationEscalade humaine
- 9. Post-contact follow-upSuivi post-contact
- 10. Satisfaction & loyaltySatisfaction & fidélisation
Instrumented Maillons: 3 full + 5 partial ≈ 6/10Maillons instrumentés : 3 pleins + 5 partiels ≈ 6/10
OrchestratedOrchestré · N2 Validated executionExécution validée · scope 6/10portée 6/10
AI service representatives handle 1,702M services (~80% of all customer service) with ~90M monthly active customers and an AI Doctor at 95.1% accuracy; at this scale agents execute and resolve service within bounds, reaching N3.Les representants IA traitent 1 702 millions de services (~80% du service client) avec ~90M de clients actifs mensuels et un AI Doctor a 95,1% de precision; a cette echelle les agents executent et resolvent le service, donc N3.
declared = min(observed, authorized by the locks).déclaré = min(observé, autorisé par les verrous). A lock without public evidence counts as closed: that is the anti agent-washing clause. Un verrou sans preuve publique est réputé fermé : c'est la clause anti agent-washing. Analytical placement on the HUB Institute CODA™ matrix, from public sources; never a claim made by the company.Placement analytique sur la matrice CODA™ du HUB Institute, sur la base de sources publiques ; jamais une affirmation de l'entreprise.
AI regulation contextCadre réglementaire IA
China (binding AI measures)Chine (règles contraignantes)
Binding generative AI measures and algorithm regulations administered by the CAC.Mesures contraignantes sur l'IA générative et les algorithmes, administrées par la CAC. Derived from the deploying organization's home country; this is jurisdictional context, not a compliance assessment.Déduit du pays de l'organisation ; c'est un contexte juridictionnel, pas une évaluation de conformité.
Reported outcomesRésultats rapportés
AI Service Representatives volume
1,702 million services (~80% of total customer service)
Company officialOfficiel entrepriseas reported by this source typetel que rapporté par ce type de source
Express Service Gateway monthly active customers
~90 million
Company officialOfficiel entrepriseas reported by this source typetel que rapporté par ce type de source
AI Doctor diagnostic accuracy
95.1% across 11,300+ diseases
Company officialOfficiel entrepriseas reported by this source typetel que rapporté par ce type de source
Confidence:Confiance : 75%
Named org with multiple named AI agents and specific metrics confirmed in Ping An's own 2025 results release.
Sources
- Company officialOfficiel entreprisePR Newswire / Ping Anretrievedconsulté le 27 Aug 2026Ping An Reports 2025 Performance
prnewswire.com
- News mediaPresseYicai Globalretrievedconsulté le 27 Aug 2026China's Ping An Insurance Is Shifting to AI Agentic Services, CTO Says
yicaiglobal.com
Source types explained on the methodology page. Types: company official, earnings call, news media, conference talk, vendor case study, press release, other.Les types de sources sont expliqués sur la page méthodologie. Types : officiel entreprise, résultats financiers, presse, conférence, cas client éditeur, communiqué de presse, autre.
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