User experience: Conversational UI platforms and NLP, facial recognition and other AI applications can be used for understanding user emotions, context or intent and predicting user needs. This is essential in the claims channel to respond to the emotional intensity that comes with more severe personal lines claims, such as a house fire. ■ Process-embedded analytics: AI technologies like augmented analytics are plugged into a process to assist users or drive autonomous action. They will create more predictive and prescriptive analytics that can then be presented to users in the form of insights, or as guided recommendations for further evaluation. Guiding underwriting or claims technicians to process steps helps navigate the patchwork state-based legislation that insurers must adhere to. ■
Recommended Actions:
Take an insurance-specific, persona-based approach to adding AI capabilities to improve decision making, user experience and efficiency. Include features that provide value into underwriter or claims adjuster workflows that augment their approach to using current solution capabilities in an “evolution not revolution” concept. ■ Ensure the development of innovative and differentiated offerings by pursuing a broad continuum of near and adjacent technologies that influence the success of your intelligent applications. ■ Target line of business (LOB) prospects by hiring sales and marketing professionals who offer deep expertise and insights relating to the sector or core processes served by intelligent applications. ■
Recommended Reading:
Strategic Roadmap for the Composable Future of Applications ■
Top 10 Technology Trends Driving Change for Life Insurance CIOs in 2023, specifically the profile on “AI Adoption Focuses on Tools That Embed AI” ■
Natural Language Processing Back to Top
Analysis by Kimberly Harris Ferrante and James Ingham
Gartner, Inc. | G00786204
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This research note is restricted to the personal use of abhishek.sharma@fractal.ai.
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