Balancing digital services and human touch
Jen Martinez of VIU by HUB discusses best practices for humanizing the digital insurance experience.
Americans are divided when it comes to their feelings about the use of artificial intelligence in customer service. A recent survey of 1,000 people from Dynata showed that 54% agreed AI is helpful overall in this context – leaving 46% who think it is overall harmful to the customer service experience.
Many of those who believe AI can help customer service would still rather have a bit of human touch in their experience, with 77% of those surveyed saying they would rather interact with a human, with AI just being used in the background, than with a fully-automated system.
What do these complicated consumer feelings about new technologies mean for insurers as they adapt their systems to the modern market and audience?
For this episode of Insurance Speak, we were joined by Jen Martinez, SVP of strategic partnerships at VIU by HUB, to discuss how insurers can integrate digital tools and AI into their practices in a way that aligns with their customers’ needs and preferences.
“Today, we’re seeing insurers, regardless of where you are in the supply chain – whether you’re a distributor or whether you’re a carrier – really focus on the pre-bind experience in AI,” Martinez shared. “So how fast can we have you shop for a policy, and how fast can we have you um finalize and bind? And I think what we’re seeing is that there’s just a tremendous amount of anxiety in the market today.”
To hear our full conversation with Martinez, listen to the full podcast episode above or subscribe to Insurance Speak on Spotify, Apple Music or Libsyn.