AI in insurance podcast – Episode 10: KYP.ai

We’re back with a new episode of the AI in Insurance podcast!

This time we’re joined by Sarah Burnett, Intelligent Automation Analyst, Author & Chief Technology Evangelist at KYP.ai.

Listen below! 🎧

Video timestamps

• Introduction to Sarah and KYP.ai – Sarah opens the podcast with her previous experience at Everest Group, and now her role as Evangelist at KYP.ai, and how she’s also a best-selling author of “AI in Business – Towards the Autonomous Enterprise.” [00:01:06]

• What is an autonomous enterprise? – Kicking off the episode, Sarah delves deep into what this means and how businesses can take steps to automate tasks to improve speed, quality and experiences for businesses. [00:02:20]

• How businesses can prepare for AI Agent adoption – Sarah says preparation is essential to successful adoption, especially in a ‘jargon-heavy’ industry like insurance. [00:08:40]

• The guardrails in AI ’empathy’  – Sarah discusses some of the instances where AI Agents might have to hand off to a human agent, especially when dealing with situations like bereavement or serious illness. [00:10:37]

• Examples of multichannel hand-offs –Sarah discusses some of the examples of this in her book, such as one from a local authority that uses multiple communication outlets via an AI Agent. [00:15:30]

• How personalization improves quality over time – AI Agents can be very useful in explaining ‘jargon’ in regulated industries, and how AI Agents can actually tailor explanations to the user based on personalization. [00:19:00]

• Risk mitigations for enterprises  – Sarah shares how businesses can help reduce risk when adopting AI Agents. [00:21:21]

• AI adoption ownership in enterprises – AI can often be slow to adopt, despite the benefits. Sarah shares her experiences on who owns this within enterprises to ensure success. [00:27:10]

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