Sedgwick Deploys AI to Transform Claims Process; Emphasizes Human Skills are Essential

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Sedgwick, a loss adjustor and claims management firm, is utilizing artificial intelligence (AI) to revolutionize the claims process and provide customers with a seamless experience. While AI can automate tasks such as claims information collection, Sedgwick emphasizes that human skills are essential in this process.

Richard Sheridan, the strategy development director at Sedgwick, highlights the benefits of leveraging AI to automate aspects of claims handling. By using data analytics and behavioral science, the company can better understand and predict customer needs, allowing them to proactively respond and design systems that anticipate customer requirements.

Sheridan explains that Sedgwick already utilizes chatbot technology for straightforward customer inquiries, successfully handling 70% of queries automatically. For more complex issues, the queries are swiftly referred to the relevant claims handler. Additionally, the company has deployed image recognition AI tools for self-service digital claims settlement options, specifically for low-value flooring claims. This tool can instantly recognize carpet specifications and provide immediate replacement costs.

AI proves to be a valuable tool for Sedgwick, enabling efficiency and freeing up staff to focus on problem-solving, creative thinking, and engaging with customers. The emphasis, however, remains on combining AI capabilities with human expertise. Sheridan acknowledges that AI excels in processing repetitive tasks, interpreting rules, sharing data, and carrying out basic administrative functions.

The increased adoption of AI technology aligns with customers’ growing demand for digital claims journeys. Ellie Shepherd, head of customer experience and insight at Aviva, observed that the COVID-19 pandemic accelerated the transition to digital claims, with touchless claims becoming a necessity rather than a convenience. Despite this push towards digitalization, Sheridan emphasizes the importance of providing options for customers to interact with claims handlers directly, whether it’s through phone, email, or chat.

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As the claims process continues to evolve, the combination of AI and human skills offers an optimal solution. Sedgwick recognizes that while AI enhances efficiency, human interaction and expertise remain irreplaceable. By leveraging AI’s capabilities and continuously improving processes, Sedgwick aims to provide a seamless claims experience while meeting the diverse needs of its customers.

Disclaimer: This article is generated by OpenAI’s language model.

Frequently Asked Questions (FAQs) Related to the Above News

How is Sedgwick using artificial intelligence (AI) in the claims process?

Sedgwick is utilizing AI to automate tasks such as claims information collection and improve the overall claims handling experience for customers.

What are the benefits of leveraging AI in claims handling?

By using AI, Sedgwick can better understand and predict customer needs, allowing them to proactively respond and design systems that anticipate customer requirements. It also enables efficiency and frees up staff to focus on problem-solving, creative thinking, and engaging with customers.

How does Sedgwick currently use chatbot technology?

Sedgwick uses chatbot technology for straightforward customer inquiries, successfully handling 70% of queries automatically. For more complex issues, the queries are quickly referred to the relevant claims handler.

What AI tools has Sedgwick deployed for self-service digital claims settlement?

Sedgwick has deployed image recognition AI tools for self-service digital claims settlement options, specifically for low-value flooring claims. This tool can instantly recognize carpet specifications and provide immediate replacement costs.

How has the COVID-19 pandemic influenced the adoption of AI in the claims process?

The COVID-19 pandemic has accelerated the transition to digital claims, with touchless claims becoming a necessity rather than a convenience. This increased adoption of AI aligns with customers' growing demand for digital claims journeys.

Does Sedgwick still prioritize human interaction in the claims process?

Yes, Sedgwick emphasizes the importance of providing options for customers to interact with claims handlers directly through phone, email, or chat, despite the increased use of AI technology.

What is the ultimate goal for Sedgwick in utilizing AI in the claims process?

Sedgwick aims to provide a seamless claims experience while meeting the diverse needs of its customers by leveraging AI's capabilities and continuously improving processes. They recognize that while AI enhances efficiency, human interaction and expertise remain irreplaceable.

Please note that the FAQs provided on this page are based on the news article published. While we strive to provide accurate and up-to-date information, it is always recommended to consult relevant authorities or professionals before making any decisions or taking action based on the FAQs or the news article.

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