Summary:

In this episode of Insurance Unplugged, host Lisa Wardlaw and guest Kyle Geoghan discuss the transformative potential of agentic AI in the insurance industry. They explore the differences between shallow and deep agentic AI, the challenges posed by current workflows, and the future of customer experience with AI.

The conversation emphasizes the need for a shift in thinking from traditional processes to innovative solutions that leverage AI technology effectively. In this conversation, Kyle Geoghan and Lisa Wardlaw discuss the complexities of insurance coverage, the transformative role of AI in enhancing access to insurance products, and the challenges faced in adopting new technologies. They emphasize the importance of generative AI in improving customer experience and the need for a strategic approach to integrating AI into insurance workflows.

The discussion also touches on the future of the insurance industry, highlighting the necessity for agility and innovation in response to evolving market demands.

Takeaways:

Generative AI is set to revolutionize the insurance industry.

Shallow AI can execute workflows, while deep agentic AI autonomously achieves goals.

Current insurance processes often hinder the effective use of AI.

Specific goals for AI agents increase their chances of success.

The insurance industry must rethink workflows to integrate AI effectively.

APIs are often inadequate for creating seamless customer experiences.

Dynamic forms can streamline the data collection process.

AI agents can help reduce repetitive tasks in insurance workflows.

The industry has lacked the technology to create a great customer experience until now.

Collaboration between carriers and agents is essential for leveraging AI solutions. Even medium-sized businesses should have multiple lines of coverage.

Normalization is essential for a good customer experience in insurance.

Access to information and products is crucial for insurance customers.

AI can enhance quote generation and customer interaction.

Dynamic forms and generative AI can streamline insurance processes.

Human involvement is still necessary for complex insurance queries.

Retrieval augmented generation (RAG) improves AI accuracy.

AI agents can help reduce the burden on human brokers.

Insurance companies must adapt to the rapid evolution of technology.

The future of insurance will be defined by agility and innovation.

Sound Bites:

"Shallow AI vs. Deep Agentic AI."

"We need to think from first principles."

"Provide access to insurance."

"AI agent embedded inside broker portal."

"Don't throw contracts into ChatGPT."

"Generative AI is a revolution."

"Humans are not always easy to regulate."

"Create a feedback loop for AI training."

"Be prepared for a revolution."

Keywords:

Agentic AI, Insurance, Generative AI, Digital Transformation, Customer Experience, APIs, Workflows, Technology, Innovation, Insurance Industry, insurance, AI, generative AI, technology, underwriting, customer experience, insurance agents, digital transformation, access to information, insurance industry