Enhancing Customer Satisfaction and Reducing Operations Costs with Generative AI

Beyond automation, generative AI will drive a more efficient, responsive, and customer-focused insurance industry, with enhanced customer service, lasting customer loyalty, and reduced operations costs.

(Image source: McLaren Automotive.)

AI is transforming the way the insurance industry operates. Its ability to analyze, evaluate and generate new content has given insurers a significant opportunity to streamline and optimize processes, increase automation, and deliver personalized offerings and services to their customers. Insurers are on the brink of unlocking AI’s numerous benefits, including enhanced customer experience and reduced overall operational costs.

Generative AI represents a significant leap forward in AI technological evolution with the potential to reimagine the customer experience and operational excellence altogether. The opportunity is vast—insurers can significantly benefit from generative AI and its ability to streamline the underwriting and claims processes, boost agent productivity, and provide more seamless and personalized services to valued customers. The industry is adapting to advancing technology, and generative AI can help organizations differentiate themselves from competitors, exceed customer expectations, and achieve organizational excellence.

Delivering operational excellence

Currently, most of the straight-through processing in underwriting and claims is rule-based. Generative AI can leverage insights from past transactions to identify new ones suitable for straight-through processing after an initial review. Generative AI solutions can also empower underwriters to concentrate their skill and energy on evaluating the submissions that truly demand their attention.

Another transformative capability of generative AI is its ability to provide valuable next-best-action guidance to underwriters and claim teams to make faster and more accurate decisions by quickly analyzing complex scenarios and leveraging vast amounts of data. Underwriters and service agents equipped with this technology can ensure that each decision aligns with the evolving demands of the insurance landscape and their organizational needs by allowing them to proactively anticipate changes in market preferences, risk factors, and regulatory requirements.

Reducing costs while boosting productivity

Generative AI can help improve overall efficiency and boost employee productivity. In operations, for example, by harnessing real-time KPIs, team leaders can quickly identify high-priority items to focus on, enabling them to allocate resources where they are most needed to optimize their budget. This real-time visibility allows for immediate issue resolution and empowers team leaders to address emerging challenges before they escalate. Moreover, the data-driven nature of real-time KPIs can help with resource capacity planning in claims. Team leaders can accurately assess workload demands and team performance, ensuring that the right resources are deployed at the right time. As a result, insurance companies can optimize operational efficiency while enabling them to navigate complex challenges.

Insurers can harness the power of advanced algorithms and data analysis to streamline the entire underwriting and claims procedure, making it seamless for an insurer’s customer service agents and customers. Agents can focus on providing personalized assistance and expert guidance while customers experience a faster, more responsive service that meets their specific needs. This transformative impact translates to significant cost savings by automating low-level, time-consuming tasks, allowing agents to focus their energy on what needs to be done and making processes more efficient. Research from McKinsey shows that generative AI can significantly reduce the costs associated with the claims journey, potentially reducing expenses by an impressive 30 percent, ultimately increasing competitiveness and savings that can be passed on to policyholders.

Generative AI also aids in the reduction of costs associated with application development and maintenance. It can enhance low-code platform productivity by automating ideas into workflows, backend systems integration recommendations, and generating test data to test the development work. By automating routine tasks, developers can focus on the creative aspects of application design, resulting in faster and more cost-effective development cycles. Additionally, AI-driven predictive analytics can anticipate potential maintenance issues, allowing for proactive and preventive measures and ensuring the seamless functioning of applications over time.

Providing a personally tailored and seamless customer experience

We know that today’s customers desire quick, thoughtful support and feedback, which can result in lengthy wait times when agents are overloaded with customer requests. Chatbots powered by generative AI will be able to answer most customer queries on policy and claims services, offering improved customer services via all channels as an alternative to human agents.

Generative AI can help resolve customer queries and technical support issues, resulting in quicker resolution and higher customer satisfaction. The increased intelligent automation with generative AI solutions will reduce claims handling time and provide more efficient customer support.

Generative AI’s ability to learn, adapt, develop content, and scale will help insurers meet the rising need for more personalized and streamlined customer services. Applying automation and intelligence will transform the insurance agency by further optimizing business operations, reducing the dependence on humans performing day-to-day tasks while saving on costs.

Integrating generative AI into insurers’ enterprise applications will signify a shift towards an autonomous enterprise. In addition to automation, the impact of generative AI results in a more efficient, responsive, and customer-focused insurance industry, with enhanced customer service, lasting customer loyalty, and reduced operations costs. This will pave the way for a more innovative and customer-centric sector, setting new standards and guiding insurers into operational excellence while ensuring the protection of customer data and the responsible and ethical use of AI.

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Manoj Pant // Manoj Pant is a Senior Director and Insurance Industry Principal at Pega. In his current role he is responsible for go-to-market strategies, developing insurance industry specific solutions, and providing thought leadership to help insurers grow by improving personalized customer engagement & experience and reducing overall cost of operations. Pant has over a decade of leadership experience working with global insurance organizations and IT service providers. He has keen interest in new and emerging technologies and application of it to enable enterprise goals and improve everyday life.

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