AIA China has entered a new phase of its collaboration with Xiao-I Corporation, signing a one-year agreement valued between RMB 3 million and RMB 4 million to further deploy artificial intelligence (AI) across its customer service operations.
The expanded partnership enables AIA China to integrate Xiao-I’s suite of AI-driven customer engagement tools, all powered by the Hua Zang large language model (LLM), a proprietary system developed by Xiao-I.
The components include a virtual assistant for service agents, automated chat services, real-time interaction tools, a centralised knowledge hub, and outbound communication systems.
The tools are designed to function within a single AI-powered platform, enabling AIA to unify and streamline customer interactions across different channels.
The Hua Zang LLM supports natural language processing and real-time decision support, allowing systems to manage voice, text, and data inputs in a coordinated environment.
According to Xiao-I, the system’s architecture allows for flexible scaling while supporting contextual awareness in conversations. The company noted that the approach reduces fragmentation across service functions and supports automation without replacing human involvement where needed.
A spokesperson from Xiao-I said the continued partnership with AIA China underscores insurers’ evolving priorities in digital infrastructure.
“Renewing this partnership reflects AIA China’s trust in our ability to deliver transformative AI solutions,” the spokesperson said. “By embedding Hua Zang LLM across all services, we empower clients to achieve operational agility while maintaining a human-centric customer experience.”
The announcement coincides with ongoing discussions within the insurance industry about the role of AI and its perception among policyholders.
A recent study by GlobalData found that while consumers generally recognise the operational benefits of AI, concerns about transparency, privacy, and fairness remain significant.
GlobalData’s 2024 consumer research – conducted in 11 countries with over 5,500 participants – showed that 73.8% of respondents believe AI reduces wait times in accessing support services. Around 71% said AI could help streamline internal processes, and a similar share said the technology could detect patterns better than humans.
Despite these advantages, a segment of users remains cautious. Beatriz Benito, lead insurance analyst at GlobalData, said confidence in AI tools depends not only on functionality but also on how clearly companies communicate their use.
“Despite the positive perceptions, insurers face challenges in ensuring consumers adopt AI tools. Many consumers find that the technology is not yet sufficiently developed to be adopted at scale, eroding their trust,” she said.
She added that while automation is improving the availability and speed of insurance services, human interaction still plays an essential role.
