Allstate is leveraging generative AI to improve communication with its customers by using OpenAI's models to craft more empathetic and clearer emails. Previously, insurance representatives often used jargon and lacked empathy, leading to frustrating customer interactions. With AI generating most emails now, Allstate is seeing a shift towards more polite communications free from confusing acronyms. While human reps still verify AI-generated messages for accuracy, the overall tone and clarity have significantly improved, demonstrating the effectiveness of AI in enhancing customer service within the insurance sector.
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 claims agent still looks at them just to make sure they're accurate, but they're not writing them anymore.
Allstate's AI would give customers 'the benefit of the doubt'.
The result has been more polite and less jargon-filled communications - something Allstate's reps likely appreciate, given the repetitive back-and-forth of insurance claims.
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