‘Fast, easy interactions are key for customers who have become accustomed to the ease of use and personalization of e-commerce. For example, Mr. Wilson says he won’t buy from a website that doesn’t make it easy to see as many reviews as he can on a product, and to quickly order and check the status of orders, he said. He’s “pleasantly surprised” when a company knows enough about his past purchase behavior to suggest a product or service he might like, he said…. The ability to automate mundane processes for employees through artificial intelligence so that they can spend time working on more complex problems is one area of interest, he says. Artificial intelligence and automation could help make the claims process quicker for customers and take out much of the routine work for its more than 10,000 claims employees, said Rehan Ashroff, director of innovation lab and new ventures at Farmers, in a previous interview.’
Original source: Farmers Insurance’s New CIO Sees AI Improving Claims Process
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