數字化時代，保險科技如何更好地爲業務賦能？

{"type":"doc","content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"當前，數字化已成主流發展趨勢，越來越多的傳統企業在積極地進行數字化轉型。今年 2 月，國務院國資委正式印發《關於加快推進國有企業數字化轉型工作的通知》，積極引導國家隊擁抱數字化轉型升級。3 月，李克強總理在作《政府工作報告》時提出，要加快數字化發展，打造數字經濟新優勢，協同推進數字產業化和產業數字化轉型。毋庸置疑，企業的數字化轉型已成趨勢。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"值得一提的是，在數字化浪潮下，已有企業積極走在轉型前列，通過科技手段加速變革。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"2020 年年末，衆安金融科技研究院發佈的《年度保險業數字化轉型報告》指出，長期而言，保險企業構建線上線下融合生態的機遇開啓，行業在轉型中將得以迎接以數字化爲核心架構的下一個黃金時代。而依託大數據、雲計算、人工智能等信息技術手段，當前保險機構在產品、營銷、覈保、理賠、客戶服務、風險控制等領域的創新優化與價值重塑方面均取得了明顯的成效。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"具體實踐上，衆安以運維、營銷、客服等維度爲發力點，通過科技手段打造智能平臺，加速企業數字化轉型的同時，也更好地爲業務賦能。"}]},{"type":"heading","attrs":{"align":null,"level":2},"content":[{"type":"text","text":"衆安的智能化運維實踐"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"數字化時代，企業對技術有了更高的要求。而作爲企業 IT 系統的基礎建設，如何讓運維智能化成了企業在數字化轉型道路上的“攔路虎”。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"在過去，傳統的自動化運維體系雖然可以在一定程度上解決人力成本和效率問題，但在複雜場景下的故障處理、變更管理、容量管理、服務資源過程中，仍需要人來掌控決策的過程，這阻礙了運維效率的進一步提升。而在大數據複雜場景下，企業對運維也有了更高的要求。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"衆安智能運維技術相關負責人早前接受 InfoQ 採訪時表示，整個業務系統微服務化後，架構複雜、告警頻繁，而這些問題通過傳統的運維方式已經無法得到有效得到解決，“比如說告警處理、智能化故障診斷、異常點檢測、根因分析等智能運維核心的問題，我們希望在這些場景上通過跟人工智能、機器學習和深度學習等學科的融合，去使運維工作更加高效、業務系統更加穩定。”"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"基於此，衆安在自動化運維之上提出智能運維，針對一些自動化場景去做智能化的實踐。在衆安智能運維技術相關負責人看來，"},{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}},{"type":"strong"}],"text":"智能運維的真正價值在於提高整個運維效率，提升系統的穩定性"},{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"雖然智能運維並不是一個新的概念，但其對企業的要求較高，一方面，企業通常需要達到一定程度的自動化運維後，纔會去考慮智能化，另一方面，智能運維需要企業具備一定的技術實力，來支持內部做這樣的實踐。目前來看，有能力去實踐或嘗試智能運維的，幾乎都是互聯網的頭部企業。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"在數字化轉型浪潮下，衆安的智能運維實踐步伐加速。而這背後的關鍵成果，就是衆安研發管理一體化平臺。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"據瞭解，衆安研發管理一體化平臺覆蓋了項目協作、CI\/CD、質量測試、監控告警、數據度量等多個研發過程工具，提供業務需求從提出到上線的一站式端到端解決方案。從而打破了開發、測試、運維之間的壁壘，極大提升業務系統交付效率及交付質量。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"從實踐來看，衆安研發管理一體化平臺幫助企業取得三大成效："}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}},{"type":"strong"}],"text":"1.研發效率提升。"},{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"基於敏捷看板和分層需求模型，需求交付週期（需求創建到發佈上線）縮短 40%，需求按期交付率提升 20%，人員任務飽和度提升 30%。基於流水線自動執行 CICD，發佈前置時間（開始編碼到生產發佈完成）縮短 48%；平均構建時間縮短 38%，部署效率提升 67%。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}},{"type":"strong"}],"text":"2.研發質量提升。"},{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"基於質量門禁、自動化測試和自動化運維，變更失敗率（發佈後出現故障的概率）減少 66%，自動化測試覆蓋率提升 35%；基於監控告警體系，故障實現自動發現，分鐘級響應，服務恢復耗時（服務中斷後恢復時長）縮短 76%。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}},{"type":"strong"}],"text":"3.研發成本降低。"},{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"基於容器化技術、資源配額推薦算法、閒置資源自動清理策略等降本機制，集羣資源使用率達到 75% 以上，當前共節省硬件資源成本 2000 萬以上。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"智能運維爲衆安帶來提效降本成果遠不止於此。數據顯示，截至 2020 年 12 月 31 日，衆安研發管理一體化平臺已接入衆安 90% 以上的業務系統實現流水線自動化發佈，納管主機數 1 萬臺以上，納管容器數 7 萬個以上，2020 年全年實現生產發佈 6 萬次以上，系統可用性高達 99.99% 以上。"}]},{"type":"heading","attrs":{"align":null,"level":2},"content":[{"type":"text","text":"數字化轉型浪潮下企業如何快速實現增長？"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"通過數字化轉型，企業在提效降本的同時，也能在業務上獲得價值。當前，隨着企業基礎設施日趨完善，數字營銷在企業數字化轉型過程中角色凸顯。如何利用科技手段更好地幫助業務實現增長，也成了擺在企業面前的難題。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"在營銷上，衆安圍繞保險場景，交出了數字化營銷的破局之法。數據顯示，2020 年，衆安保險直營業務基於數字營銷戰略，獲得 3.1 倍交易用戶數增長和 2 倍 GMV 增長，整體保費同比增長 14.2％，達到 167 億元，被保用戶數量增至 5.2 億，總保單超過 79 億張。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"支撐這些成績的正是衆安智能營銷平臺。據瞭解，由衆安科技自主研發的智能營銷系統擁有超 70 個模板、超 2000 個用戶標籤，能夠與生態夥伴無縫對接。在衆安內實現了獲客成本降低 30%、投放效率提升 50%、運營效率提升 80% 的效果。2020 年，智能營銷平臺共服務了包含太平人壽、友邦人壽、中宏保險、匯豐人壽、農銀人壽等 10 餘家客戶，客戶數同比增加 67%。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"在具體實現方面，衆安智能營銷平臺通過將活動管理、營銷觸達、用戶洞察、數據分析等運營環節串聯起來，實現了以用戶爲中心的精準營銷運營閉環。同時做到一次配置，可長期線上營銷的效果，並對每一次運營旅程動態監聽運營分析及第三方系統的用戶行爲數據，通過元事件的判斷以及調用各種觸達渠道，根據用戶的實際行爲數據做精準的線上營銷。既降低了配置及營銷的成本，又大大提升了營銷轉化率。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"技術實現方面，衆安智能營銷平臺採用靈活便捷的頂層 API 設計，構建可插拔的 Plugin 體系，通過插件化的管理，對核心功能抽象成不同的調用鏈節點，對單個節點的功能除提供默認的實現外，增加了可按照平臺的租戶做定製化實現的能力，在平臺運行時，動態按需選擇不同的實現方式。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"同時，平臺引入元數據思想來支撐不同功能的多樣化展示。衆安智能營銷平臺提供對系統功能的配置化管理。可依據客戶的差異化訴求，提供不同的元數據模板進行不同的展示以及數據的管理。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"衆安科技副總經理鈕程昊在今年 1 月份召開的“衆安開放日”上表示："}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null}},{"type":"blockquote","content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"“通過智能營銷平臺，首先可以通過用戶洞察，將用戶的行爲特徵和用戶屬性，搭建起用戶的標籤體系，通過用戶標籤對人羣進行分層和畫像分析。然後進行用戶營銷，包括通過活動模板快速進行營銷內容的製作，以及針對不同的客羣和渠道設定個性化的觸達策略，精準觸達用戶。再通過用戶的行爲數據採集，包括頁面瀏覽，點擊，到元素曝光，停留時間等幾十種常用的埋點事件，基本覆蓋 80% 以上的埋點需求。最後通過我們建立的八大用戶行爲分析模型，幫助運營分析環節驗證和優化運營策略，進而從洞察開始去完善標籤體系、優化營銷內容和策略、調整採集方案。從而形成一個完整流暢的運營閉環。”"}]}]},{"type":"heading","attrs":{"align":null,"level":2},"content":[{"type":"text","text":"數字化手段爲業務創新按下加速鍵"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"作爲保險科技頭部企業，衆安利用科技手段幫助企業實現數字化轉型的同時，也在業務上實現了創新。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"對於保險企業來說，客服在企業內部扮演着至關重要的角色。作爲工作在企業內部一線的部門，客服每天都會接收到海量的交互信息，承載着大量的信息處理工作。如果客服部門能實現數字化升級，企業也能大幅提效降本。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"這方面，衆安已取得了關鍵成果。2020 年，衆安接到 600 萬通客戶來電，平均每天都有 1.5 到 2 萬個電話打來衆安保險進行諮詢和報案，而衆安的客戶服務團隊總共纔不到 500 人。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"這背後，依託的正是衆安打造的智能客服，通過衆安智能 IVR（交互式語音應答）實現服務分流與客戶需求推薦。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"數據顯示，IVR 智能導航率達 97.4%，促進運營效率提升 108%，轉接率達到 9%。每天有 3 萬的用戶來電通過與語音機器人交互後，自助完成業務辦理。文本機器人平均每天接待近 2 萬的用戶，處理近 3 萬的有效提問。當前，智能語音客服已經覆蓋 275 個業務場景，73 個自助場景，有效釋放人工話務量超 90 萬通。通過技術的提升，衆安節約成本約人民幣 1 億元。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"支撐客服取得成效的是科技帶來的預測能力。在具體實現上，衆安智能 IVR 有超過 30 萬次的語料標註和優化，不斷地提高機器人的服務能力，讓服務更契合用戶的所需所想。通過在線機器人全渠道覆蓋，問題解決率超過 90%。"}]},{"type":"heading","attrs":{"align":null,"level":2},"content":[{"type":"text","text":"寫在最後"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"以科技之手，衆安科技在數字化轉型道路上不斷探索，內部賦能的同時也在外部輸出。截至目前，衆安的科技輸出收入於 2017 年至 2020 年三年間複合增長率達 109%。"}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":" "}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"color","attrs":{"color":"#494949","name":"user"}}],"text":"至於未來，如何更進一步地利用科技手段實現創新、賦能業務，這也是衆安持續要深耕的課題。"}]}]}