Generative AI has the potential to transform fraud detection and customer service in the insurance industry, according to research by Info-Tech Research Group. The research highlights several key benefits of generative AI, including streamlining operations, enhancing customer service, and improving risk mitigation efforts. Despite the advantages of generative AI, many insurers have yet to fully utilise its capabilities due to a lack of a comprehensive deployment strategy. The research also emphasises the need for closer alignment between IT capabilities and business innovation within the insurance sector. This involves shifting IT roles to become proactive business partners, implementing responsible AI principles, and prioritising talent acquisition and retention.
The research suggests several use cases for generative AI in insurance, including its application in fraud detection, call centre optimisation, virtual assistants, internal training simulators, and remote monitoring of assets.
Overall, the research argues that insurers who proactively embrace generative AI will be able to stay ahead of the curve, meet evolving customer demands, and secure their position in a competitive market. The adoption of generative AI can redefine operational efficiency, enhance customer experiences, and enable innovative solutions that help insurers thrive in the digital era.