Keeping the human touch as AI takes hold in insurance

Property and casualty carriers use the promise of artificial intelligence while balancing it against product and data complexity and the customer’s emotional needs. (Photo: iStock) In this age of increasing regulation, automation and profit pressures, insurance carriers can’t lose sight of what makes the industry tick: helping people.It sounds trite, but when you ask agents what they like best about their job, it’s working with customers to solve their problems. Agents don’t want to be collection agents, sales people or IT administrators. They want to be educators, guides and advocates for their customers.  But the push for speed, convenience and cost savings promised by automated technologies, artificial intelligence and robo-advisors threaten the concept of agent as friend and advisor. The question is, should we care? Do people even want a…

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