US insurance company Allstate is leveraging generative AI to craft more customer-friendly and empathetic emails, finding that AI-generated communications are more polite and less jargon-filled compared to those written by human claims representatives. The AI, based on OpenAI's GPT models, is trained on Allstate's specific language and works alongside human reps who review and ensure accuracy.
Even if it's fundamentally strings of ones and zeroes, US insurance biz Allstate is finding that generative AI crafts more empathetic and customer-friendly emails than its human claims reps, though anyone who has had dealings with insurance providers might not be surprised.
Now nearly every one of those emails is written by AI, specifically OpenAI's GPT models, grounded in Allstate's company-specific lingo. For the time being, the AI works alongside its army of reps."The claims agent still looks at them just to make sure they're accurate, but they're not writing them anymore," Jeevanjee added.
It pointed to an email where a rep doled out the acronym"UPP inventory list," but its AI counterpart helpfully spelled it out:"Unscheduled Personal Property inventory list." Jeevanjee also said that where human reps might question the validity of a claim, Allstate's AI would give customers"the benefit of the doubt."
And insurance's interest in AI doesn't stop at customer service. The sector is looking to employ the tech for risk assessment, policy pricing, and claims review – areas where Allstate is experimenting with AI to analyze photos of vehicle damage.
AI Insurance Customer Service Generative AI Openai
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