Policy Admin and
Product, UW and Pricing Marketing and Sales
RPA
Develop new
products/services
Manage
products/services
pricing
Launch new/enhanced
products/services
Technology Evolution
Analyze market &
determine customer
needs
• Mine social media • Robot agent to manage
information, speech
analytics, sentiment
analysis to design
customized products
• Virtual personal • Identify preference
assistant to help
underwriters identify
advanced risk attributes
Cognitive
Claims
Servicing
Current State Automation Opportunities
Calculate and present
Perform agent setup Triage/Assign claim
quote
Manage/support
Deliver policy Evaluate fraud
distribution channels
Advertise & promote Produce
Issue payment
products/services bill/statement
Manage the selling Perform invest.
Perform reporting
process accounting
Level of Automation
Low Med High
Future State Potential Use Cases
• Use machine learning to • Use machine vision to
customer service teach systems to assess severity of
interactions using Natural automatically handle all damage using real time
Language Processing exception processing video footage
capabilities
• Use deep machine • Employ social media
learning techniques to information to identify
patterns based on self-identify and repair claim fraud patterns
customer interactions to process bottlenecks to
create cross-sell/upsell improve efficiency
opportunities