How an Austrian insurance company uses AI

There is a flood of inquiries, which is covered with tariffs. At over five million Active contracts, decades of running times and many thousands of tariff groups cannot always be answered quickly, says Gerlach: “But customers want information immediately.”

So that you get them, searched through AI tariff documents, searches for the corresponding places, mark them and provide them with the employees. They are then able to quickly make a statement, says the Uniqa board: the chat bot is a classic case for technology that makes employees more efficient. The Service image An insurance has widened. Customers would expect accessibility around the clock today as well as personal advice.

“Learning process”

The AI ​​bot was developed together with the Swiss innovation service provider Zühlke. Initially, the accuracy of the hit was far below the level of a person. In the meantime they are 95 percentsays the Zühlke manager Nicolas Durville responsible for the Austrian market. “It’s a learning process,” says Gerlach. The AI ​​had the level of an experienced clerk that the effort for consultants was reduced by half.

It is conceivable to provide the chatbot with sales partners in the future. In another expansion stage, he could communicate directly with the customers. You drive up the use carefully.

At the Uniqa, AI is already doing thousands of cases without the intervention of employees. One such “Dark processing”as this is called in the industry jargon, it is only possible if there is a positive completion of the respective case. Otherwise human employees take over. In addition, settlings are checked randomly, according to the Uniqa board: “Whether of people or machine.”

No job cuts

The use of AI at the insurance has so far not led to a job loss. The employee stand remains stable or even wax, says Gerlach. This also has to do with the fact that the requirements for the industry have become more diverse. Both with regulator and business models: “Many role profiles are added.” The number of business cases has also increased significantly, for health insurance, for example in the multi -digit range.

The decisive factor for the use of the technology is that Use of data. They are structured and prepared. It is about increasing quality and making it accessible to employees in the cloud, says Gerlach. The Uniqa works with the software company Microsoft.

Challenging rules

What effects does the AI ​​regulation of the EU regulate the use of technology in companies? The regulator is that the administrative effort increases, says Gerlach.

“It is a challenge for us to keep up with it.” The “AI Act” of the EU is crucial to create confidence in technology and ensure that there is no abuse.

“See opportunities”

Europe has a huge potential and does not have to hide, says Zühlke manager Durville. There are top research and numerous companies. In China and the USA, however, much more is invested in technology. The AI ​​campaign summit, which was recently held in Paris, and in which billion dollar investments in the infrastructure were promised, was a wake-up call. It is about seeing not only risks, but also opportunities, Durville says: “You have to create a climate that encounters technology positively.”