For many years, the idea of Artificial Intelligence (AI) was something of a Sci-Fi fantasy, or part of a Hollywood-fueled dystopian future foretelling the imminent robot takeover and demise of humanity. Fast forward to today and, whilst the fear that AI will end human civilization has diminished, concerns remain in business that this technology will replace, in many cases, the need for human input and insight.
These doubts are particularly prevalent in claims, where many fear that automation will remove the human touch that is so fundamental in dealing directly with customers who may be distressed or upset. A lack of human empathy in this situation is likely to have a damaging impact on overall customer experience and, in turn, the insurer’s reputation.
But it doesn’t have to be a simple ‘AI vs Human’ debate.
In fact, by adopting AI in the right way, we can use it to make the most of the role of people and ‘human’ attributes in the claims process. At Van Ameyde, we pride ourselves on our best-in-class claims handling service, led by experienced claims professionals to provide timely and cost-effective solutions to the 1000+ insurance companies we work with.
Whilst we love what we do – much of what we do on a day-to-day basis is often quite repetitive. We triage around two million emails and five million documents per year, which we spend a lot of time organising into the relevant case files, of which there are over 800,000.
This is where AI & automation come into their own.
By partnering with Simplifai, an AI-powered platform that streamlines the way people work, we are able to remove a significant number of these repetitive tasks from the to-do lists of our talented team members, allowing them to spend their time where it truly matters for customers, and themselves. Using Simplifai’s solutions, our expert claims handlers are not only able to provide better, more personalised customer service, but they also spend less time dealing with administrative work, reducing their stress levels, and making workloads more manageable.
This not only improves the standard of service we’re able to provide, but it can also have huge mental health benefits for employees which, in turn, improves workplace performance. The shift towards AI & automation is already happening, so why not use it to improve customer and employee satisfaction simultaneously?