Customer service

Both customer-facing and backoffice functions and tasks can benefit from robots. EY lists some common use cases.

CSS insurance uses fast sentiment analysis on communications, helping the insurer steer customers toward the best treatment option.

Carriers in the business need to keep up with rapidly advancing customer expectations.

Company's service reps will get a single view of policyholders' accounts and more transparency from Guidewire, Salesforce collaboration, says CIO.

The digital giant's involvement with an Indian insurtech doesn't mean it will be selling policies soon, but does give insurers something to think about.

If carriers don't refine their company for a new era, they can't operate as efficiently and profitably as is possible.

Amelia platform from IPsoft has been involved in more than 3 million customer conversations since September.

Carriers are looking to see a return from tech investments quicker with external players eyeing the market, says Capgemini.

Bradley Bodell has also worked at MetLife in various technology roles.

Infosys partnership will help the life insurer realize customer service and data mastery goals, says CEO Brooks Tingle.

Technology platform uses third-party data to reduce the amount of input required of agents.

Miguel Edwards is responsible for digital customer experience improvement in his new position.

Carriers must compete on insights from consumer information, not just the convenience of digital-app services.

While information on customers is readily available, danger scenarios are also changing rapidly, says insurer's personal insurance leader.

After thousands of unmanned-aerial-vehicle flights, the carrier sees even more use cases for the technology, says chief claims officer Ken Rosen.

The evolution of these centers are best depicted by insurers’ growing focus on making consumers’ daily lives easier, while building out capabilities addressing core business problems.

As with most major purchases, insurance representatives lean on digital to help them provide top-notch service.

Carrier's chief digital officer Darryl Siry says its crucial to have a strong API strategy in order to meet policyholders' needs.

The insurance industry in the midst of major structural changes, led by those willing to take risks and go against the inertia of a venerable sector.

These carriers and others have begun to consolidate efforts under executive-level leadership, with mission statements and budgets to match.