Gen AI virtual agents may help put the human element back in insurance – BenefitsPro

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“I don’t see the need for insurers to drastically reduce their employees servicing clients,” said Jerry Haywood, CEO of “I see the focus of those employees changing from more administrative tasks to more value-add and customer retention tasks.” (Credit: deagreez/Adobe Stock)

“You take those employees today and apply them differently,” said Haywood, “When they [insurers] don’t need to crunch data to understand the analytics and the trends that sit behind it…if that can be done with generative AI, then that claims adjuster can actually spend more around maybe the personal situation that that individual is in and allowing them to build empathy during that journey so that that customer is a customer for life.”


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