With the Rise of AI in Insurance, the Human Element is More Important Than Ever
Originally posted by: AgenSync
ChatGPT may be able to whip out a love poem on demand, but consumers know the value of an expert human on their team for things that really matter.
There’s no denying that the digital age is upon us. The insurance industry has experienced sweeping changes, none more visible than the transformations we’ve seen since the start of COVID-19. Many of these changes have to do with advances in AI and consumer preferences in insurance, both within insurance carriers and agencies and in relation to consumer interactions and purchases.
Television and online ads would have you believe that the most popular way to buy insurance is instantly from a mobile device, without so much as talking to another human. However, perception isn’t always reality. While AI in insurance provides speed and convenience, it can sometimes overlook individuals’ and businesses’ nuanced needs and personal circumstances.
This is where human interaction becomes not just beneficial, but crucial. In fact, recent studies and consumer opinion surveys have shown an uptick in consumers’ preference for human interaction during the insurance purchasing process compared to prior years. Despite our addiction to technology and instant gratification, people still value the guidance, personalized service, and reassurance that only another human can provide when they’re making important decisions like buying insurance.