Artificial Intelligence in Insurance: Use Cases from Early Adopters

by Wenli Yuan, December 7, 2016
Industry Trends
Global

Abstract

Celent has released a new report titled Artificial Intelligence in Insurance: Use Cases from Early Adopters. The report was written by Wenli Yuan, a senior analyst with Celent’s Insurance practice.

The report discusses real and potential use cases for leveraging artificial intelligence technology in the insurance industry.

Leveraging artificial intelligence, insurers are able to engage with consumers in a faster and more consistent manner. They can use virtual customer service representatives at contact centers to free up staff to deal with more complicated inquiries; use robo advisors to provide consistent, rule-based advisory services at an affordable cost; and use virtual assistants to guide processes and related transactions. Insurers can also upgrade authentication mechanisms to biometrics authentication, such as voice recognition.

Insurers could also optimize their products and pricing; predict customer needs and behavior so they can communicate with the customer at the right time through the right channel and recommend the right product or solution; optimize marketing and sales strategies; optimize underwriting models; improve operations for manually intensive core processes, such as data collection, underwriting, and claims assessment; and continuously predict and identify fraud.

In the age of big data, the insurance industry is facing a fundamental change. AI is one of the most important technologies to help insurers adapt, but they need to understand the benefits.

“Some pioneers have already leveraged AI in consumer engagement, products and pricing, marketing and sales, underwriting, and claims, as well as business operations and management. Celent suggests that insurers keep a close eye on artificial intelligence usage outside of the insurance industry, such as the development of self-driving cars, Watson for Oncology, etc.,” said Yuan.

“While many businesses embrace AI, insurers may need to rethink their product strategy. Some traditional risk may disappear or be changed, and some new risk may arise,” she added.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is part of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
mpace@celent.com
Tel: +1 212 345 1366

Europe (London)
Chris Williams
cwilliams@celent.com
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
ynagaoka@celent.com
Tel.: +81 3 3500 3023

Table of Contents

Executive Summary

1

 

Key Research Questions

1

Introduction

2

 

Key Research Questions

2

Artificial Intelligence in Consumer Engagement Strategies

3

 

Biometrics Authentication Mechanism

4

 

Virtual Customer Service Representatives

4

 

Robo Advisors Provide Rules-Based Advisory Services

5

 

Virtual Assistants’ Guidance on Process and Related Transactions

6

AI in Product Development and Management

7

 

Product Optimization

7

 

Price Optimization

8

 

Product Management

8

AI in Marketing and Sales

9

 

Predict Customer Needs and Behavior

9

 

Optimizing the Consumer Purchase Experience

10

 

Optimizing Marketing and Sales Strategy

10

 

Assist Sales

11

AI in Underwriting

12

 

Optimize Underwriting Model

12

 

Automate Underwriting Process

13

 

Personalized, Dynamic, and Continuous Underwriting and Pricing

13

AI in Claims

15

 

Automate Data Collection Process

15

 

Perform Damage Assessment

15

 

Optimize Claims Process to Improve Use Experience

16

 

Continuously Predict and Identify Fraud

16

 

Risk Control and Prevention

16

AI in Business Operation and Management

18

 

Contact Center Quality Control

18

Conclusion

20

Leveraging Celent’s Expertise

21

 

Support for Financial Institutions

21

 

Support for Vendors

21

Related Celent Research

22

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