Your face in the future: Humanize your insurance brand experience to distinguish | Insurance Blog

In the 25th year, Accenture Technology Vision Reports remain a guide to the future of technology. This year, the report highlights four key trends that will revolutionize technology: 1) the Binary Big Bang, 2) the Face of the Future, 3) LLMS when it acquires the body, and 4) the new learning cycle. Among them, “Your faces in the future: Differentiate when each interface looks the same” is a particularly compelling insurance trend for me.

The power of proxy AI

So what is proxy AI? In short, proxy AI is a “AI proxy” that exhibits similar human behavior, characteristics, and interactions. Often, these artificial intelligences are conferred by the unique character shaped by its speech, speech patterns and tone. Proxy AI takes generated AI to the next level, and this “anthropomorphism” also extends to virtual avatars and physical robots. 56% of insurance executives in the report believe that AI generations may have the greatest impact on reshaping their organizations in the customer relationship field, such as interacting with customers through proxy AI.

What is your AI personality?

As enterprises increasingly integrate the AI ​​generation into customer interactions, a key question arises: What is your personality in artificial intelligence? 99% of insurance executives point out that building or maintaining a consistent personality is crucial for their customer-facing AI agents over the next 3 years. Universal agents lead to a bland rather than personal experience, diluting the brand identity. 79% agree with this, saying, “All chatbots that sound the same are bringing differentiation challenges to organizations like them.” However, Agentic AI offers solutions. Consider it – Historically, brand identity has never really been a real voice. Communicators have already talked about the more invisible but crucial concept of “voice brand tone.” Think of Nike, you immediately think of “inspiring” and “empowering.” Likewise, lemonade is known for its unique and quirky tone. Insurance companies and brands must protect their unique voices to avoid becoming universal. Now, AI’s scale and efficiency can be combined with the human voice and tone of company brand and values, breathing life and personality into digital representations, super-humanizing customer interactions and unleashing previous customer relationships.

In this blog, I will look at the application of Agesic AI in three key areas:

1. Customer Experience ​

In the personal bank, agent AI can help expand trust and loyalty that is crucial to the interaction of insurance services, enabling more intuitive and understanding agent conversations in policy sales and claims experience. Highly curated, context and service interactions that reflect someone’s current situation can now be achieved through AI. 94% of insurance executives agree that “customer’s background” (such as purchase history, engagement behavior and demographic/psychological data) is important or very important in establishing the personality of a customer-facing AI agent. Furthermore, the ability of a client to submit videos to back up their claims should be a desktop bet, further cementing this trust. 74% of insurance executives agree or strongly agree that over the next 3-5 years, multimodal AI interactions (such as medical injuries, crash scenes and drone lens videos) will be at the forefront of customer experience. This will give customers the choice of how to share relevant real-time information and how AI agents can help them meet claims or service requests within hours (rather than days).

Most importantly, the best AI will go beyond and leverage historical customer conversations to inform future customer conversations. It will anticipate pain points for individual customers and potential demand for new products or products in the future so that AI agents can add value to customers. It should aim to embody the unique character of the company and brand value, including its voice (beyond the tone), maintain consistency and authenticity, and create a more differentiated, dynamic and engaging customer experience. ​

1. Employee experience ​

In both personal and commercial lines, AI agents can complement insurance employees throughout the marketing, sales and service life cycle and assist in accelerating decision-making, call summary and insight generation. This can help human agents focus on higher value tasks. ​

1. ​Broker and Broker Experience​

For any insurance field, AI generation can significantly enhance the personalization of agent and broker experience. This technology ensures that the recommendations are more suitable for each customer’s specific risk appetite, resulting in more effective and satisfying interactions. Whether distribution is captured or independent, providing AI Gen Solutions to speed up decision-making, drive dynamic prices and provide tailor-made advice to end customers will enable agents and consultants to succeed and enhance carriers to attract the next generation of sellers and agents.​

Maintain trust and brand identity

76% of insurance executives agree that their organizations will need to proactively build trust between proxy AI and their customers. To build and retain this trust, it is necessary to keep your agency aligned with your brand by carefully reviewing and continually monitoring its training data, including brand “voice” data. Work with AI experts to develop clear rules and boundaries to limit their knowledge and vocabulary. Additionally, demonstrate the limitations of data collection by respecting user privacy, preparing for regulatory challenges and providing transparent, customizable privacy settings. This approach ensures that your AI interaction is beneficial and respectful and that you translate brand commitment and identity into brands that users can rely on.

Kara: Leading Claims App for Life in Ireland

Cara is an AI reasoning assistant for Irish life. It is a classic example of how proxy AI can enhance customer interaction. This is a groundbreaking multi-mode AI system that is revolutionizing the insurance claim process. To meet the most challenging moments of life, designed to meet the critical needs of rapid and compassionate support, Cara leverages advanced generative AI and medical reasoning to validate and transcribe claim files, evaluate medical standards, and ensure accurate and effective claims processing. By reducing the time from the initial claim to file to a few weeks to just half a day, Cara offers unparalleled claims experience. This innovative solution processes multilingual data and integrates with Azure Cognitive Services not only enhances customer satisfaction but also significantly improves employee productivity and morale as it intelligently assigns claims to evaluators based on complexity and experience, ensuring quick resolution with the right expertise.

Agent AI will make insurance a “personalized business”

The future of customer interaction in the insurance industry is bright and has the potential to proxy AI. By injecting personality into AI agents and maintaining a strong brand identity, companies can build deeper and more meaningful relationships with their customers. The key is to deal with this technology with intention and commitment to trust and transparency. Successfully introducing personalized AI insurance companies is not only personalized interactions, but also inventing “personalized businesses”. What does this mean? It is It’s not just brand exercise. This is the first step to reshaping the business model around AI. The more we build trust in AI, and the more affinity our customers have with AI, the more doors we have, and AI becomes a true direct channel for customers. An exciting moment!