Allstate has adopted AI to automate the writing of claims emails, as disclosed by their CIO Zulfi Jeevanjee. The transition aims to improve communication by reducing jargon and bolstering empathy, enhancing customer relations. However, controversy arose when Allstate's media relations contested a Wall Street Journal article on the AI implementation, alleging inaccuracies. This led to a correction in the WSJ's reporting, though only minor details were amended. Allstate's insistence on modifications has raised questions about transparency and the role of AI in the insurance industry.
The claim agent still looks at them just to make sure they're accurate, but they're not writing them anymore... They weren't very empathetic.
I'm currently working with the Wall Street Journal to have it updated/removed due to the high number of inaccuracies.
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