AI-driven insurance: AXA and Generali on how the industry is catching up

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The insurance industry, often seen as outdated and sluggish, is experiencing a profound shift with the integration of cutting-edge technologies. Companies like Amazon, Uber, and Lemonade have revolutionized their sectors by enhancing customer experiences through seamless technology integration. The message is clear for insurers: innovate or risk obsolescence.

Chris Castan, Head of AI – Digital Transformation at AXA, and Alessandra Chiuderi, Group Head of Analytics at Generali, represent this wave of innovation. Both saw the potential for AI to dramatically transform insurance. Castan highlights that insurance holds vast potential for AI disruption, offering considerable benefits to businesses and customers alike. The sector's need for modernization attracts pioneers eager to blend business innovation with technical prowess.

Chiuderi echoes this sentiment, noting her fascination with analytics and its ability to enhance customer experiences. She, like Castan, sees insurance as a prime ground for merging innovation with analytics. Their goals are to transform internal operations, retrain staff, and redefine the collaborative approach between business and technology teams.

Embracing Incremental Innovation

According to Chiuderi, insurers are still crafting their digital transformations. Shifting towards more efficient, personalized customer solutions requires companies to adapt by incorporating new skills within existing frameworks. Castan emphasizes the importance of not overreaching and instead adopting small, incremental steps. Rapid technological change means overstated projects risk becoming obsolete quickly, reinforcing the need for practical, achievable objectives.

The Promise of AI in Insurance

Despite AI investments, many insurers have yet to see a return due to imperfect data and outdated systems. Castan admires the efficiency of digital insurers, particularly in East Asia, who leverage AI for process automation. Consolidating data through new organizational methods, like data lakes, enables precise automated decisions, thus potentially saving significant resources. With proper infrastructure, AI technology promises substantial returns.

Transformative Impact on Customer Experience

Chiuderi and Castan agree that AI will most significantly impact customer service. AI's ability to handle complex tasks rapidly allows claims-handlers more time to engage with clients meaningfully. This initiative strengthens the industry’s promise of being there for clients in need, making AI-enhanced interactions seem more human and authentic.

This potential aligns with the progressive approach of firms like Lemonade, which disrupts through exceptional AI-driven user experiences rather than traditional methods such as underwriting.

Setting the Groundwork for AI Success

Castan and Chiuderi will delve into AI's transformative power at the upcoming Insurance AI and Analytics Europe Summit. Castan will advocate for preparing current systems to accommodate future AI advancements, addressing data scarcity, infrastructure needs, and expectation management. Chiuderi will emphasize deploying intelligent automation enterprise-wide and using AI for enhanced customer profiling and personalization.

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The Future of AI in Video Content Creation

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