In the insurance sector, industry experts agree that AI won’t fully replace job roles soon, primarily due to liabilities concerning misinformation. Although AI is enhancing customer service through instant responses and 24/7 availability, a recent poll indicates that 64.3% of respondents envision AI as a supportive tool alongside human agents rather than a replacement (only 18.4% believe it will entirely take over). The 2024 Emerging Trends in Insurance Survey reveals that 42.9% of consumers prefer the option to speak with a human agent if dissatisfied with AI-generated outcomes, indicating a strong desire for collaboration between AI and human agents. Furthermore, agentic AI, capable of making real-time decisions, significantly improves customer interactions—transforming live chat into an efficient service tool. Overall, while AI’s presence in insurance is growing, its success hinges on integrating human oversight, ensuring customer satisfaction and confidence in the evolving landscape of AI in insurance.
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