Much of life, events and human behaviour is unpredictable and AI and machine learning need predictability to function effectively. Never mind the massive amounts of data required to even start.
That's why the optimal combination of human and machine intelligence is essential in any insurance platform.
Free claims handlers from tasks and processes that can be automated so they can focus on the priorities that wil delight customers, increase efficiency and strip out cost.
Ensure the real-time analytics are embedded in that platform for the whole team to make and execute better decisions.
Automated where appropriate
Human augmented by AI for the rest
Companies looking to automate all their customer experience using artificial intelligence (AI) or machine learning are likely to fail at delivering the seamless, post-channel CX experiences customers want. This is the opinion of Gartner VP distinguished analyst, Michael Maoz, who said it is not a matter of bots/AI replacing all human interactions in future, but actually facilitating humans to deliver better CX. Maoz noted 1600 startups in AI this year with $12 billion in private equity/VC investment. By 2022, the analyst firm anticipates 72 per cent of customer interactions will involve an emerging technology, such as a machine learning (ML) application, chatbot or mobile messaging, up from 11 per cent last year (2017). By 2021, 15 per cent of customer service interactions are expected to be completely handled by AI, an increase of 400 per cent from 2017.