Our insurance AI is nicer than our agents - Allstate

[Duaine]

Is your job safe? Allstate says bots are better than humans (in some cases)

The Wall Street Journal has reported that Allstate has found that artificial intelligence, devoid of human emotions, is proving to be more empathetic than many of its own representatives. The insurer has increasingly turned to AI-generated communication in handling customer claims, a move it says has led to clearer, more compassionate interactions.
According to Allstate's CIO, the company now relies on OpenAI's GPT models to craft nearly all of its claims-related emails, ensuring they align with company-specific terminology while also reducing the use of industry jargon.
According to Allstate chief information officer Zulfi Jeevanjee, this shift has significantly improved customer interactions.
"When these emails used to go out, even though we had standards and so on, they would include a lot of insurance jargon. They weren't very empathetic…Claims agents would get frustrated, and so it wasn't necessarily great communication," Jeevanjee said in an interview with the WSJ.

https://cdn-res.keymedia.com/cdn-cg...cms/images/us/003/0311_638759984740128506.png

With 23,000 representatives handling approximately 50,000 customer communications daily, AI now writes the majority of these messages. Claims agents still review them for accuracy, but they are no longer responsible for drafting the emails. "The claims agent still looks at them just to make sure they're accurate, but they're not writing them anymore," Jeevanjee added.
Customer service has become a leading area for generative AI adoption as companies seek to streamline interactions while maintaining a personal touch. In the insurance sector, where claims resolution often involves complex exchanges, AI's ability to maintain consistency and clarity is proving valuable.

[EXTERNAL LINK] - Our insurance AI is nicer than our agents - Allstate

 

[annon123]

Is your job safe? Allstate says bots are better than humans (in some cases)

The Wall Street Journal has reported that Allstate has found that artificial intelligence, devoid of human emotions, is proving to be more empathetic than many of its own representatives. The insurer has increasingly turned to AI-generated communication in handling customer claims, a move it says has led to clearer, more compassionate interactions.
According to Allstate's CIO, the company now relies on OpenAI's GPT models to craft nearly all of its claims-related emails, ensuring they align with company-specific terminology while also reducing the use of industry jargon.
According to Allstate chief information officer Zulfi Jeevanjee, this shift has significantly improved customer interactions.
"When these emails used to go out, even though we had standards and so on, they would include a lot of insurance jargon. They weren't very empathetic…Claims agents would get frustrated, and so it wasn't necessarily great communication," Jeevanjee said in an interview with the WSJ.

https://cdn-res.keymedia.com/cdn-cg...cms/images/us/003/0311_638759984740128506.png

With 23,000 representatives handling approximately 50,000 customer communications daily, AI now writes the majority of these messages. Claims agents still review them for accuracy, but they are no longer responsible for drafting the emails. "The claims agent still looks at them just to make sure they're accurate, but they're not writing them anymore," Jeevanjee added.
Customer service has become a leading area for generative AI adoption as companies seek to streamline interactions while maintaining a personal touch. In the insurance sector, where claims resolution often involves complex exchanges, AI's ability to maintain consistency and clarity is proving valuable.

[EXTERNAL LINK] - Our insurance AI is nicer than our agents - Allstate

And what is scary is that medical systems are starting to use AI to write visit notes while listening to the visit (that should prove interesting for medical malpractice suits with a recording of the entire visit). Theoretically the medical provider uses them only as a draft but I'd bet anything some are not going to spend much time reading or correcting them. Research I've seen in the medical field is that they are fine for routine things but for complex situations they don't do as well. I wonder if that will turn out to be the case in insurance too.