Artificial intelligence (AI) arouses as many hopes as fears in the insurance sector. Between promises of efficiency and fears of a dehumanization of services, the debate is raging.
Let us be lucid, insurance is a complex industry, whose processes sometimes slow down efficiency and responsiveness. This situation must change at a time when customers expect instant and personalized services. AI represents a unique opportunity to transform the insurer’s profession in depth, not to replace humans, but to focus on the essentials: personalized support for customers.
Contrary to popular belief, customers favor these automated solutions on the sine qua non condition that they work effectively. An insured who has just undergone a disaster has only priority that of seeing his problem solved quickly. It does not matter to him that the first analysis is carried out by an AI if this makes it possible to significantly accelerate the compensation process. The automation carried out wisely makes it possible to release precious time for the managers of the loss, who can then devote themselves to complex files requiring real expertise and personalized human support, particularly crucial in distress situations where empathy and advice are irreplaceable.
Multiplied client listening
Beyond automation, AI offers the insurance sector an unprecedented ability to finely understand customer expectations. Billions of customer interactions are generated each. This mass of information impossible to process manually, nevertheless conceals rich lessons on the needs and difficulties encountered by the insured.
Thanks to natural language analysis technologies, it is now possible to exploit the exhaustiveness of this data to continuously improve services. AI identifies the difficulties, identify dysfunctions and adapt offers to real needs. This in -depth understanding is the key to a more suitable and personalized customer relationship.
The emergence of generative AI opens up new perspectives, in particular through new generation conversational agents. Much more sophisticated than traditional chatbots, these technologies will change the way of interacting between customers and insurer, they could become the privileged point of entry. Not to replace human contact, but to effectively direct the insured towards the solution that is most suited to their need.
The challenges to be met
This transformation does not take place without challenges, the first being that of quality. A poorly designed or poorly calibrated AI can quickly become counterproductive and degrade the customer experience. It is essential to maintain very high standards and to set up robust safeguards, particularly with generative AI whose responses can be more difficult to control than conventional AI.
Ethical and regulatory issues are also major for insurers. Protection of personal data, control of algorithms and the equity of automated decisions must be at the heart of our approach.
Finally, the technological and financial dimension should not be underestimated. Deploying large -scale AI solutions requires massive investment in infrastructure and skills for sustainable and mastered transformation.
A balanced vision of AI
The future of insurance will not be built against AI or without humans. The key lies in a balanced approach where technology amplifies human capabilities without trying to replace them. Repetitive or low added value tasks can be entrusted to AI, allowing employees to focus on what really makes the difference: listening, advice and personalized support.
This development requires a change in culture within our organizations with in particular training and support for employees to make the most of these new tools.
Tomorrow’s insurance will be faster, more personalized and closer to its customers. Not thanks to AI alone, but thanks to an intelligent alliance between advanced technologies and human expertise. It is on this condition that we can really put innovation at the service of a more human customer relationship.
