We are currently living through the biggest technological shift in a generation. Many experts believe generative AI advancements will have an even greater impact on the world than the internet has. This is true for businesses across every sector but none more so than insurance. Insurance companies that successfully implement generative AI digital transformation strategies safely and effectively will disrupt the industry through their efficiency and the new business models that it enables. As early as 2025, it is expected that 95% of customer interactions will be AI-enabled, so insurance companies that are slow to adopt the technology will quickly find themselves on the wrong side of the AI divide.
Conversational AI, which combines generative AI with natural language understanding (NLU) and automation, is potentially the most versatile and impactful way for businesses to utilize this emerging technology. Conversational AI is not only advanced enough to handle sophisticated natural language interactions with humans, it can direct users towards business goals quickly and proactively.
When orchestrated effectively through a platform designed for insurance, conversational AI is proven to automate up to 90% of conversations and complete processes currently performed by human agents in contact centers. This includes quotations, mid-term adjustments, claims, and more.
In this article, we delve into the ways that the use of generative and conversational AI in insurance is driving innovation and transforming the industry.
Ways Generative & Conversational AI is Changing Insurance
Improved Business Intelligence
In the insurance industry, conversational AI brings a whole new level of business intelligence data. The adoption of conversational AI has allowed insurers access to real-time insights from vast datasets, enabling quicker decision-making and responsiveness to market changes.
Coupled with powerful automation capabilities, new business models and real transformation opportunities are uncovered, not only through data insight but also by the ability to expand operations unhindered by a lack of knowledge and resources. Consequently, we will see a growing divide between organizations that successfully scale conversations through automation, and those that do not.
Implementing new digital transformation strategies often requires a lot of time and resources before any value is realized. However, those looking to capitalize on this moment of opportunity can gain immediate value from automation while collecting strategic insight using innovative tools such as OpenDialog’s Digital Concierge – a revolutionary solution designed specifically for companies in the insurance sector looking to begin their generative AI transformation journey.
Enhanced Customer Experience
We live in a digital age, where you can order anything at the click of a button, at any time of day or night, without having to leave your sofa. With such high expectations, it can be tough for heavily regulated industries, like insurance, to create a quality customer experience.
The use of conversational AI chatbots and digital assistants can help businesses engage with customers in real-time and provide instant personalized support, leading to increased customer satisfaction and retention.
Through the use of natural language processing, conversational AI can also streamline complex policy management processes. Using simple conversational language, policyholders can access information and change their coverage, enquire about policy details, request policy updates, or even initiate claims.
When insurers offer personalized experiences, the retention rate skyrockets to a staggering 81%. AI chatbots and digital assistants use advanced algorithms and machine learning to analyze customer data and preferences, and then tailor their responses and recommendations to customers.
Improving Process Efficiency
By automating repetitive tasks, conversational AI can expedite processes, optimize business resources, and increase operational efficiency. In the next 10 years, it’s predicted that generative AI will increase global productivity by 1.5%, and we’re already seeing this happen in real-time in the insurance industry.
The claims process has traditionally been manual and paper-intensive, and eats into both the business’ and customers’ time. Conversational AI accelerates the timeline as the technology can analyze large data sets very quickly, ultimately reducing administrative overhead, and enhancing overall business efficiency. This is just one example of conversational AI automation.
A major cause of non-renewals is the lengthy procedures involved, something which generative AI for insurance can address, along with quotes, mid-term adjustments, and more. The result: increased customer retention, profitability, and market share.
Fraud Detection and Prevention
Insurance fraud is a significant concern for the industry, which annually leads to substantial financial loss. In 2022, insurers detected 72,600 dishonest insurance claims valued at £1.1 billion.
Conversational AI, coupled with advanced data analytics, can identify suspicious patterns and anomalies in real time. The continuous monitoring of interactions and transactions by AI systems allows them to detect potential fraud and alert investigators for further investigation, contributing to making the insurance ecosystem more secure and trustworthy.
Risk Assessment and Underwriting
The underwriting process, a critical aspect of insurance, is being revolutionized by Conversational AI. By analyzing large datasets and engaging in dynamic conversations with customers, digital assistants can gather detailed information for risk assessment.
This data-driven approach enhances underwriting accuracy, allowing insurers to make more informed decisions about policy pricing and coverage. As a result, insurers can optimize risk management strategies and offer competitive and customized insurance solutions.
Why should you use conversational AI?
As technology continues to advance, insurance companies embracing generative AI innovations are positioning themselves to stay competitive, provide better services, and ultimately, redefine the insurance experience for customers.
The conversational revolution in AI is not just about automating tasks; it’s about creating a more connected, efficient, and customer-centric insurance ecosystem.
Built from the ground up for regulated environments, OpenDialog’s enterprise-grade generative AI platform for insurance empowers organizations within the industry to harness the world’s most powerful AI models securely. OpenDialog enables you to reimagine the way you deliver outstanding caller experiences while reducing operating expenses and optimizing operational efficiency.
Want to learn more about using generative AI in insurance? Read our top 10 use cases here.