Kathmandu. Nearly two-thirds of people believe that AI will play a helpful role in the insurance industry. Only 18.4 per cent believe that AI will replace human agents, even if people remain in the background.
Ben Carey-Evans, senior insurance analyst at GlobalData, said AI is already improving customer service through faster responses and round-the-clock availability. However, he added, “Human oversight is critical to maintaining trust and accuracy in service delivery. ’
The findings of GlobalData’s Emerging Trends in Insurance survey also revealed that consumers prefer access to a human agent when using AI. About 56.5 percent said they were comfortable using AI when the human option was available. Only 42.5 percent said it was easy to interact with AI.
Of those who were not comfortable using AI to get insurance quotes, 42.9 percent said they would be more willing to do so if a human agent could help them if needed. “These results underscore the importance of combining AI and human input for both consumers and insurance companies,” said Carey-Evans. ’
“Importantly, Agentic AI can make decisions in real-time and not just respond based on pre-loaded instructions,” said Carey-Evans. Therefore, it can become a very powerful customer service tool for insurance companies. ’
