The AI Claim Assistant will be expanded to additional lines of business and a broader set of claim interactions over time.
Insurer The Travelers Cos. has launched a new AI-based technology to handle customer claim calls.
AI Claim Assistant was developed in partnership with OpenAI. The agentic intelligent voice service uses advanced language and speech recognition technologies to handle calls.
The technology is initially being used with customers who are calling to file auto damage claims. It will be expanded to additional lines of business and a broader set of claim interactions over time, according to the company.
“The technology behind our AI Claim Assistant is remarkably dynamic and responsive, and early customer feedback has been overwhelmingly positive,” said Nick Seminara, chief claim officer at Travelers.
The AI assistant will guide callers from consultation through claim submission. The company says it can provide relevant policy information, answer related questions and help customers make an informed decision about filing a claim. Customers can still speak with a live specialist if they request it.
Travelers says the aim is to streamline claim initiations to allow claim professionals to focus on resolutions.
The company says call center employees are being trained and repositioned to what it calls more strategic roles.
