Reimagining 250 million customer engagements: Ping An’s AI Express Service

China’s largest insurer is using AI-driven Express Service to build deeper connections, streamlining access to financial, health, and senior solutions across its ecosystem.

The digital transformation sweeping global financial services finds a unique epitome in China, where Ping An is quietly orchestrating one of the world’s most ambitious ecosystem strategies. With more than 250 million retail customers, roughly three-quarters the population of the U.S., the group’s reach spans not only every major financial vertical—insurance, banking, investment—but also health care and senior care.

At the heart of this strategy is the creation of two powerful, mutually reinforcing ecosystems: integrated financial services and health and senior care services. This ambitious integration enables Ping An’s customers to access a wide array of products and services via a single, seamless relationship.

Yet what truly sets Ping An apart is not just the scale and diversity of its businesses, but its ability to aggregate and engage this massive customer base on a single, unified platform. The catalyst for this integration is advanced artificial intelligence: By developing proprietary AI capabilities, Ping An bridges its vast array of services and creates a seamless digital front door for millions.

Strategic results: Deepening multiservice loyalty

This unified strategy, blending financial, health, and senior care services, is already yielding significant results.

According to the group’s disclosures, the retention rate of customers holding products across two product lines was 97%, while that of customers holding products across three or more product lines was 99%—proof that a multiservice relationship fosters powerful loyalty.

AI as the catalyst: The launch of Express Service

While Ping An’s integrated ecosystem has long driven strong customer loyalty, the newly launched AI Express Service takes this strategy a step further—accelerating synergy and deepening engagement through seamless, intelligent connectivity.

Historically, with more than ten subsidiaries each running its own independent app, Ping An’s customers frequently had to juggle several different apps to access various services. Today, a single conversational interface embedded across Ping An’s digital properties enables customers to access a range of services—insurance inquiries, telehealth consultations, senior care resources—with a simple spoken or typed request.

What sets AI Express Service apart is its use of Ping An’s proprietary agentic AI technology. Unlike traditional chatbots that can only answer questions, this virtual assistant actively executes tasks on behalf of clients: With a single instruction, it can trigger and coordinate functions across multiple Ping An apps, delivering the requested service seamlessly—much like a personal assistant.

This seamless approach is more than a digital convenience. It’s a strategic lever that strengthens the ties between customers and the group’s diverse offerings. By making it intuitive for individuals and families to move between financial management, health solutions, and retirement planning, Ping An is nurturing deeper, multifaceted relationships.

Since the launch of AI Express Service, Ping An realized AI-driven review and processing of 84% of its business volume, meeting customer needs through a single interface for one-stop solutions. According to the group data, monthly online active customers on Ping An’s apps increased by 7.7% year on year to approximately 90 million in the 12 months ended March 31, 2026.

As Ray Wang, the group chief technology officer (CTO), introduces: “In the mobile era, apps were the primary destination. In the AI era, we’re seeing a shift: Agentic AI transcends individual products to deliver holistic solutions.”

Beyond convenience, this AI-driven service significantly enhances synergy across the entire Ping An ecosystem. For life insurance clients feeling unwell, AI Express Service routes them instantly to digital health advice—often avoiding unnecessary hospital visits and insurance claims. In the event of a car accident, the system can quickly connect the customer with rescue, insurance, and even an alternative vehicle, reducing both response times and anxiety.

Michael Guo, the group co-chief executive officer, explains: “When our platforms talk to each other, we don’t just save our clients time—we actively help them live better and more secure lives. That’s real innovation.”

Beyond technology: Toward lifelong trust

In a highly regulated and competitive environment, Ping An’s business model and seamless AI-powered journey provide not only differentiation but also resilience. Every digital interaction—whether routine account checks or emergency support—cements trust and raises the likelihood customers will deepen their relationship with Ping An.

The group’s leadership believes that the next chapter for financial and health services will be defined by their ability to build dynamic, responsive ecosystems. In the words of CTO Wang: “We’re not just connecting services. We’re redefining what it means to serve—and to stay relevant in our customers’ lives.”