Insurance leaders made efforts during the past two years to leverage technology and service clients while minimizing interruptions and friction in customer experience. They made sure new clients could still apply for coverage and that existing customers could reach adjusters and agents to make inquiries, file claims, send supporting documentation and—most of all—have peace of mind in a new digital-first reality.
Executive Summary
As insurance leaders have adjusted to pandemic shifts in workplace culture with efforts to leverage technology and introduce automation into their business strategy, many are learning the best ways to ensure the success of an automation project. Eileen Potter, head of insurance at intelligent automation company ABBYY, writes about how personality traits of key decision-makers can be a factor in deciding the outcome of these projects.Efforts to accelerate the future of work were also deployed by introducing employees to more intelligent automation. Working from home required cloud-based and user-friendly applications, and organizations augmented staff with digital workers who could accomplish tedious tasks in a human-like manner.
The top automation projects deployed by insurance decision-makers during the past two years were document-centric process automation (69 percent), such as intelligent document processing, and processing automation technology (50 percent), such as process mining to optimize business processes, according to a recent survey sponsored by ABBYY that looked at the behaviors driving intelligent automation success or failure.
