Allstate Insurance finds AI chatbots more empathetic than human representatives
AI chatter is everywhere today as it’s use becomes more and more mainstream. It’s used in many aspects of insurance, including claims processing, underwriting, pricing, and marketing.
Oh – and maybe as well as being a nerd with numbers, it’s also nicer than you.
The Wall Street Journal has reported that Allstate has found that artificial intelligence, devoid of human emotions, is proving to be more empathetic than many of its own representatives. The insurer has increasingly turned to AI-generated communication in handling customer claims, a move it says has led to clearer, more compassionate interactions.
According to Allstate’s CIO, the company now relies on OpenAI’s GPT models to craft nearly all of its claims-related emails, ensuring they align with company-specific terminology while also reducing the use of industry jargon.
According to Allstate Chief Information Officer Zulfi Jeevanjee, this shift has significantly improved customer interactions.
“When these emails used to go out, even though we had standards and so on, they would include a lot of insurance jargon. They weren’t very empathetic…Claims agents would get frustrated, and so it wasn’t necessarily great communication,” Jeevanjee said in an interview with the WSJ.
With 23,000 representatives handling approximately 50,000 customer communications daily, AI now writes the majority of these messages....
The Philippine Coast Guard (PCG) strongly denied unfounded allegations that the sacks of bones recovered by its divers from Taal Lake were planted in connection with the case of the long-lost cock...