How Nationwide, Transamerica Bring AI to Customer Service
August 23, 2017 by Emily Holbrook
An estimated 30% to 50% of human call center tasks can be streamlined with artificial intelligence (AI) technology, and nearly 80% of businesses are planning to adopt AI as a customer service solution by 2020. That’s according to the “2017 Customer Service Trends” report from Jacobson, an insurance recruitment agency.
Though AI’s initial impact primarily relates to improving inefficiencies and automating existing customer-facing, underwriting and claims processes, its impact will be more profound. According to a 2016 report on AI in insurance from PwC, the technology will identify, assess, and underwrite emerging risks and identify new revenue sources.
While some consider insurance the least innovative of all industries, the use of AI in insurance claims, sales, and customer service might just squash that label.
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