Hartford’s Deepa Soni, the chief innovation officer at The Hartford, is approaching advanced artificial intelligence (AI) with caution. She oversees a team of 8,000 technologists and has chosen to prohibit the use of OpenAI’s ChatGPT model by employees due to concerns about the potential leakage of sensitive customer and company information. However, Soni is exploring the possibilities of employing large language models for enterprise applications, with two dozen use cases being considered.
The main use case currently being developed is focused on knowledge workers who require access to policies, procedures, products, and pricing information across various domains. Soni believes that implementing a ChatGPT interface and an enterprise-scale large language model could enhance knowledge workers’ efficiency and productivity.
While some banks have completely banned the use of ChatGPT due to concerns about data privacy, The Hartford had already decided to prohibit its use prior to the release of the Samsung case, in order to protect personally identifiable information and proprietary algorithms.
Soni highlights that AI is already deeply embedded in The Hartford’s operations, with traditional AI and predictive AI models being used across various areas such as sales, servicing, claims, and underwriting.
Looking ahead, The Hartford has two major priorities on their technology roadmap. The first is to enable businesses to embrace data and analytics AI capabilities, which will transform processing by adopting a digital data-led and AI-driven approach. The second priority is to leverage cloud technology to automate internal processes, thus increasing agility and fueling business innovation.
Regarding cloud services, The Hartford currently partners with Amazon Web Services (AWS), but also follows a multi-cloud strategy. Approximately 25% of the company’s computing infrastructure is currently in the cloud, with the goal of modernizing legacy systems in order to facilitate growth and innovation.
In terms of risk analysis, The Hartford is embracing new sources of data to better evaluate risk. For instance, in auto insurance, the company is utilizing telematics data, which provides insight into driving habits and patterns. Additionally, the adoption of internet-of-things sensors, particularly in the construction industry, allows for detailed data collection and real-time monitoring.
The focus for The Hartford is on preventive measures rather than reactive responses to disasters. By incorporating sensors into construction sites, for example, potential risks such as fires can be identified early on, enabling proactive measures to be taken.
Ultimately, Soni’s approach to AI and cloud computing at The Hartford reflects a careful balance between leveraging advanced technologies for innovation and ensuring the security and privacy of sensitive information. The company’s focus on embracing new data sources and optimizing technology supports their goal of delivering superior insurance products and services.
