همایش بین المللی هوش مصنوعی

صفحه اصلی / اولین همایش بین المللی هوش مصنوعی

Generative AI: The Bridge of Trust in the Insurance

نویسندگان :

Iman Arastoo¹ Kimia Karimi²

1- Islamic Azad University Science and Research Branch 2- Semnan University

کلمات کلیدی :

Generative AI،Insurnace،Artificia Intelligence

چکیده :

This research investigates the role of generative artificial intelligence in enhancing customer satisfaction within insurance companies. Utilizing a mixed-methods approach encompassing quantitative and qualitative methods, the study aims to identify the impact of this innovative technology on the insurance industry, along with the challenges and opportunities present in its implementation. A review of existing literature and analysis of secondary data indicate that generative AI has the potential to increase customer satisfaction by up to 25% and contribute to the improvement of several aspects of insurance services, including product personalization, faster claims processing, and 24/7 service availability. To achieve the research objectives, data were collected and analyzed from the annual reports of 5 insurance companies in Iran, international case studies, academic articles, and analytical reports from reputable sources. For the analysis of qualitative data, 30 semi-structured interviews were conducted with senior managers, technology experts, and key customers in the insurance sector. The qualitative findings of this research suggest that generative AI has the most significant impact on personalizing insurance products, accelerating claims processing, and improving customer interactions. Concurrently, significant challenges were identified, such as maintaining data privacy and security, the need for investment in infrastructure and training, and organizational resistance to change. These challenges necessitate solutions such as establishing transparency in data usage, providing comprehensive customer training, and implementing the technology gradually. The practical recommendations of this research for the insurance industry include the gradual implementation of generative AI in key sectors, enhancing the workforce's AI capabilities, and collaborating with startups and internal innovations. These measures can mitigate the risks associated with implementing new technologies and increase the acceptance of AI among customers and employees. Furthermore, optimal use of this technology facilitates improvements in risk assessment and pricing processes and accelerates claims handling. In conclusion, this research demonstrates that while generative AI holds the potential for significant transformation within the insurance industry, successful implementation requires meticulous planning and effective management of potential challenges and risks. The findings of this study can not only contribute to strategic decision-making in the insurance field but also serve as a foundation for more extensive research in the future. These findings emphasize the importance of engaging with customers and regulatory bodies to establish appropriate legal and ethical frameworks.