Digital & Technology

Ping An Accelerates Digital innovations in Response to Covid-19

Ping An Insurance Group has showcased a range of its digital innovations, participating in a global dialogue on digital finance, and speaking on the acceleration of digital transformation across the Group as a result of the Covid -19 pandemic.

Jessica Tan, Co-CEO, Ping An Group, said: “Covid has really accelerated digitization even for us, and we have always been on the forefront of digitisation.” The firm reports that the Group’s ‘finance + ecosystem’ strategy is to use technology to empower five ecosystems: financial services, health care, smart city services, real estate services and auto services. These ecosystems help the Group extend its reach to internet users beyond its core financial businesses, the firm said in a press release.

Financial Services Adapted to Remote Working and Customer Service

Ping An's technologies enabled its financial businesses to maintain service to customers during the pandemic. The company shifted its 1.4 million agents and staff to remote working within five days, said Tan. Artificial intelligence (AI) service robots handled 82% of service calls with the rest handled by contact center agents working remotely. Ping An's FinTech company OneConnect also helped 60 financial institutions shift to remote working and customer service in the first three months of the pandemic, says Ping An.

Tan also touched on the development of the Group’s digitisation of its government services and health care businesses, disclosing that Covid-19 has resulted in the firm witnessing massively increased demand for its Ping An Good Doctor solution. Ping An's smart city services have also reportedly been helping 118 cities in China digitise their services, including in Shenzhen, where Ping An is headquartered.