Viewpoint: Humanizing AI for a Better Customer Experience in Insurance

May 12, 2023 by Jennifer Smith

Humanizing AI sounds like a contradiction in terms, but within the realm of insurance, it’s a necessity for carriers wishing to maintain an enhanced customer experience and better retention.

Executive Summary

Jennifer Smith, vice president of life product strategy at Sapiens, writes that while it may seem contradictory, insurers can see many benefits from finding ways to humanize AI. In this article, she explores how AI can help bolster the claims process as well as customer service strategies if insurers harness it correctly. She also explains the importance of asking the right questions of customers and demonstrating empathy - one challenge she says AI still hasn't caught up with when compared to the traditional human touch in insurance.

This is especially true when it comes to sensitivities around the claims process or those initial touch points between customers and the insurance carrier.

Executive Summary

Jennifer Smith, vice president of life product strategy at Sapiens, writes that while it may seem contradictory, insurers can see many benefits from finding ways to humanize AI. In this article, she explores how AI can help bolster the claims process as well as customer service strategies if insurers harness it correctly. She also explains the importance of asking the right questions of customers and demonstrating empathy – one challenge she says AI still hasn’t caught up with when compared to the traditional human touch in insurance.