Farmers expands use of virtual training

Farmers has launched a virtual training program with the goal of improving claims professionals' communication skills.

Working with Talespin, which develops artificial-intelligence-based training programs, the curriculum was designed over the past year to improve employees interpersonal skills and workplace conversations.

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The technology developed by Talespin uses machine learning to generate realistic training scenarios from speech recognition, virtual environments and body language for conversations between customers and colleagues. Tim Murray, head of claims shared services for Farmers, says the company will focus on the more challenging situations these employees might face.

“The goal is to receive the best claims engagement at the time you need it the most,” Murray said.

This isn’t Farmers’ first foray into using virtual training for claims. The insurer also worked with Talespin to roll out a VR training platform for adjusting and assessment in 2017. The success and feedback from that program informed the decision to go in this direction, the companies said.

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