AI Articles and Analysis about Customer service

Like much of the financial services space broadly, the insurance industry is growing interested in adopting AI. The technology holds immense potential to revolutionize insurance, enhancing efficiency and accuracy across various processes such as claims and underwriting. However, concerns surrounding data privacy and integration complexities have prompted a measured approach among industry leaders.

Elevance Health is a health insurance provider headquartered in Indianapolis, Indiana. It was founded 20 years ago as a merger between Anthem and Wellpoint Health Networks. The company offers medical, dental, pharmaceutical, behavioral health, and long-term care plans.

Nationwide Mutual Insurance Company, commonly known as Nationwide, is a primary US insurance and financial services company headquartered in Columbus, Ohio.

Contact centers play a crucial role in delivering exceptional customer experiences (CX) across industries, both B2c and B2b. As customer expectations elevate, organizations increasingly leverage AI to streamline operations and enhance customer service. According to recent reporting in the MIT Technology Review, enterprises generally deploy AI to transform contact centers, usually taking the form of intelligent virtual assistants to obtain predictive customer insights as well as for dispute and fraud management. 

As stakeholders in the life sciences and healthcare industries rush to adopt GenAI and integrate it into their projects and processes, they are walking a tightrope. GenAI will play a vital role in the future of healthcare in ways that we can hardly yet imagine; on the other hand, concerns like patient data privacy and potential inaccuracies have led many to take a cautious approach. 

This interview analysis is sponsored by Arkestro and was written, edited, and published in alignment with our Emerj sponsored content guidelines. Learn more about our thought leadership and content creation services on our Emerj Media Services page.

Capital One, founded in 1994 and headquartered in McLean, Virginia, has become a prominent player in the financial services sector, mainly known for its credit card offerings, auto loans, banking, and savings accounts. With operations primarily spanning the United States, the company boasts a workforce of approximately 52,000 employees. As a technology-focused financial institution, Capital One is dedicated to leveraging cutting-edge innovations to enhance customer experience and streamline operations.

As a rule, AI adoption tends to take more time for legacy industries compared to digitally-native sectors. As a profile from June 2021 in Harvard Business Review explains, insurance companies are data-rich but have long relied on actuarial approaches to data and analytics.  The insurance industry has several concerns regarding the integration of AI. Insurance companies obviously have regulatory compliance as a top priority, so any AI solution implemented needs to comply with existing regulations regarding consumer protection and data security, among others.