The insurance industry is going to have more artificial intelligence working in it – we’re going to stick our necks out and say that news from Insurance Age about three new bots for Axa is part of a trend rather than a one-off.
The bots in question aim to pick up repetitive admin tasks in three areas of the business, to free staff up to do something more interesting. Alert readers will realise this probably means this is RPA, robotic process automation, rather than AI, but the big secret is that nobody outside those writing the software bots and commentators like Intelligent Sourcing is actually likely to care. People actually want a better business and whatever label someone hangs on it, as long as it delivers, that’s fine.
The report suggests Allianz is also picking up on the possibilities of automation. You can expect a lot more of this throughout 2019, and it’s going to become even more important in the third party customer experience industry.