Allstate has disclosed that nearly all communications sent to claimants are now generated by AI, specifically using technology based on OpenAI's GPT models. This pivot aims to reduce jargon and improve empathy in communication, a move welcomed by claims agents. However, while human agents still verify the accuracy of the AI-generated emails, there are concerns about AI's potential to cause significant errors, paralleling incidents in the medical sector. The use of AI raises questions about job security for customer service roles, though Allstate insists it does not expect layoffs.
When these emails used to go out, even though we had standards and so on, they would include a lot of insurance jargon. They weren't very empathetic... Claims agents would get frustrated, and so it wasn't necessarily great communication.
The claim agent still looks at them just to make sure they're accurate, but they're not writing them anymore.
Allstate claims that it's not expecting any layoffs as a result. However, executives have long warned that lower-level employees... may soon be out of a job due to the rise of AI.
We've already seen the tech cause plenty of chaos. In the medical industry, for instance, 'hallucinating' AI models have been shown to still make easily avoidable mistakes.
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