San Diego, CA – Mitchell International recently released its Industry Trends Report (ITR) for the fourth quarter of 2019. Mitchell executives share insights on challenges and opportunities with emotion AI and claims, and the important value of data and analytics for claims managers.
What Does Emotion AI Mean for Humans in the Claims Process?
Emotion AI is the concept that artificial intelligence technologies can recognize human emotions. For example, emotion AI looks for cues that may include facial expressions or micro-movements, eye movements, heart rate and blood pressure changes, and voice volume, tone, and speed. But what does it mean for humans, both within claims organizations and for the customers they serve?
In the third article in his series on humane automation, The Future of Humane Automation in Property & Casualty and Collision Repair: Emotion AI, Mitchell President and CEO, Alex Sun, writes that emotion AI has numerous applications in the claims process, from triaging calls in a call center to helping claims organizations better understand the customer experience.
As Sun explains, “Emotion AI has the potential to help prevent automobile and workplace accidents, to streamline the claims process in the event that an accident occurs, and to enhance the delivery of care after an accident or injury. In terms of claims automation, it may help claims organizations connect and respond more quickly to the emotional sensitivities of their customers, all who are experiencing a stressful life event.”
Read Part 1 of the series: Property & Casualty in the Age of Humane Automation
Read Part 2 of the series: How Humane Claims Automation Leverages Technology for Better Outcomes
The Casualty Edition: The Power of Advanced Reporting & Analytics: Highlighting Actionable Insights in the Claims Process
One of the most useful tools to identify actionable insights from claims is data analytics. However, claims organizations often struggle with getting the maximum benefit from this tool. The barriers to realizing this value include a lack of alignment with strategic goals, poor integration and adoption and poor data quality.
In his article on Highlighting Actionable Insights in the Claims Process, author Shahin Hatamian, Vice President of Product Management at Mitchell’s Casualty Solutions Group, provides tactical examples for how claims organizations can use analytics to better understand internal operations, from analyzing trends within claims data to comparing that data to industry metrics.
Hatamian writes, “By implementing both analytics that can surface information in the claims process and internal reporting that can help managers spot operational trends and make business improvements, organizations can begin to cultivate improved return on analytics investment.”
The Casualty Edition also explores Five Workers’ Comp Regulatory and Compliance Trends to Know About Right Now and Why Your Bodily Injury Adjusters Are Overloaded with Work, and helps payers answer the question When Do You Need an MSA?
Mitchell is a WorkCompWire ad partner.
This is not a paid placement.