AIA has developed an AI-powered online interview platform to make the agent recruiting process more flexible and efficient. The platform allows candidates to complete interviews anytime from any location. It uses AI to analyze interview responses and identify the best candidates objectively. This helps AIA standardize evaluations, expand interview volume, and track performance over the hiring process. The goal is to digitalize recruiting, reduce bias, and become the industry leader in AI-driven agency recruitment and training.

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AIA confidential and proprietary information. Not for distribution.
AIA International Ltd.
Apr 2022
Submission for Insurer Innovation Awards 2022
AI Interview,
Flexible Interview Via Online Channel

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Flexible Interview Via
Enabling potential recruits the
capability to conduct AIA online
interview anytime and anywhere,
boosting the flexibility and
convenience of agent recruiting.
Cater Increasing
Utilizing the AI Interview platform,
allows AIA to expand the interview
scale, cater a great number of
interview requests, therefore, improve
the agent recruiting efficiency.
2
The Vision
Become industry Leader
Adopting AI technology to digitalize
the recruiting process, trace the
performance evaluation across the
hiring lifecycle, offer the transparence
of the interview progress, predict the
likelihood of the successful
candidates, and become the industry
leader.
Interview Volume
Online Channel

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3
Project Overview
• Market First voice-enabled chatbot-like application
with comprehensive workflow system and AI enabled
assessment to allow interview at anytime anywhere
• Integrate with AI driven Aptitude Test to Collect agent
data during recruitment process to facilitate the agent
training program by using AI technology.
• Replace the traditional human-based agent interviews
to minimise the impact of human bias and improve
the user experience of AIA agent leaders and
prospects
• Production Rollout Date: Q4 2021
• Technology Used: Azure Cognitive Speech
(Including Neural Service), Azure Cognitive Face
API, Azure Cognitive Text Analytics, IBM Watson
Assistant
• Integration with: AIA recruitment platform, Career
Aptitude Test, AI Learning Recommendation Engine

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• AI Interview at anytime, anywhere for prospects to replace face-to-face
panel interview (especially crucial in pandemic period time)
• Expand interviews at scale, can cater large volume of interview requests
concurrently
• Textual, emotion & facial analysis in the dimensions of prospects’ Capability,
Attitude, and Readiness to better understand the potential recruits
• Customized interview question-set for applicants for different positions
• Standardized scoring system and the pre-trained analysis model to
eliminate the unconscious bias and give a comprehensive and
objective evaluation in a standard and consistent way
• Recruitment Digitalization for easier performance tracking across
the hiring lifecycle and prediction on likelihood of success of
candidates
• Integration with Career Aptitude Test and agent training
recommendation engine
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Recruitment Enabler: AI Interview
Self-Introduction
Working Experience /
Academic Background
Difficulty Handing
Rational to join
insurance and AIA
Rational to join PAD
Family & Friends Support
Potential customers &
customer base expansion
MDRT & Planning
Ending
Video
Q&A
Welcome
Video
Enable Agent Recruiter for quality and efficient recruitment

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5
End to End AI Interview Flow
Agent Leader Prospect AI Agent Leader Judge/Admin
Schedule an AI
Interview
Conduct AI interview Analyze interview View interview result
Review marginal
interview case /
special approval

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Agent Leader Journey
Agent Leader
Login AIA recruitment platform
Setup Prospect’s
Interview Schedule
Review Prospect’s
Interview Result

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7
Prospect Journey
Prospect
Receive Invitation Email
Access AI Interview / Validation
Conduct AI Interview
Receive Completion Email

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8
Review Prospect Interview Results
我的名字叫James，我是香港理工大學的畢業生

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AI Capability In AI Interview
• Pull roughly 20 questions from 90+ interview question pool based on
– Job position;
– Personal Background information, such as education and work experience;
– Personality assessment result from AI driven aptitude test;
– Content analysis result from candidate’s response
• Interview video re-play capability with Speech-to-text script for leaders and admins to
review
• AI analyzed interview score based on candidates’ response content and performance
• Detection and Flagging on positive, negative, or unusual scenarios.
– Highlight content when content matches the ideal;
– Highlight positive tone, gestures and so on
– Highlight Area for Concern, such as excessive/irrelevant answer, negative
sentiment, emotion, or uncertain wordings
– Flag out the detection of any potential misconduct of candidates, such as
inappropriate wording, swapping interviewee, or more than 1 interviewee

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AI-Driven Agency Recruitment & Training Ecosystem
10
AI Interview Achievement
 First in the Market
 AI Interview now has related
panel interview for Premier
Academy program candidates
 80+ user stories defined to
support core personas
 90+ interview questions
collected for selection
 Collected 150+ agent
interview records as training
 600+ interviews
accomplished in production
during pandemic.