Several other insurers also use AI bots including Zurich
AXA has deployed three new AI (artificial intelligence) bots to support staff across the business with repetitive admin work.
Named Harry, Bert and Lenny – the insurer has projected that the bots will save 18,000 man-hours per year.
And the three bots will soon be joined by a fourth – Como who will work on the commercial motor team.
Throughout this year they will be expected to pick up more admin tasks, allowing staff to turn their attention to more analytical tasks.
It follows the roll-out of Harry in June 2018.
AXA has said that the new bots have not resulted in job losses.
Meet the bots
Harry assists the customer property claims team, Bert the commercial property team and Lenny the liability team.
Their main tasks will be to read customer correspondence and pair it to the requisite claims record which Harry can carry out in 42 seconds compared to around four minutes for a staff member.
Waseem Malik, executive managing director of claims, AXA UK, said: “The bots have been warmly received by their new colleagues and we are already looking at new tasks for them to take on, as well as other areas of the business where we might employ similar AI.”
AI in insurance
Last year, Aon said in one of a series of releases published in 2018 that “AI is the new electricity” with the potential to transform insurance.
Paul Eaton, AON Benfield’s managing director said the firm’s view is that a carrier’s success with AI requires three key ingredients: data, infrastructure, and talent.
He explained that AI might unlock the problem of big data, and could allow insurers to sort through large amounts of data efficiently.
Zurich piloted a chatbot called Zara to reduce the time handling non-emergency home and motor claims from 24 hours to three.
Claims Technology also uses an AI bot called Robin as a digital claims assistant who can automate repetitive tasks on behalf of a claims’ handler.
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