The Travelers Companies, Inc. announced the launch of AI Claim Assistant, a new solution developed using OpenAI model capabilities and APIs.
Known as an industry-leading solution, this fully-agent intelligent voice service uses advanced language and speech recognition technology to handle customer claims calls.
This feature will initially be used to call customers making auto damage claims and will be expanded over time to other areas of the business and broader claims interactions.
The company noted that the launch demonstrates Travelers’ commitment to rigorous innovation and its strategy of combining advanced analytics, artificial intelligence and human expertise to create more efficient processes that ultimately deliver superior outcomes for customers.
“The technology behind our AI Claims Assistant is very dynamic and responsive, and early customer feedback has been very positive,” said Nick Seminara, executive vice president and chief claims officer at Travelers. “This innovative service provides our customers with a convenient, efficient and effective claims filing experience.”
According to Travelers, the company chose OpenAI’s models and Realtime API because they demonstrate enterprise-grade security, rigor and reliability.
This selection follows comprehensive testing and benchmarking to ensure the most robust technology is deployed at scale.
“Travelers has built one of the most sophisticated agent voice implementations, capable of consulting, advising and supporting customers throughout complex claims conversations,” said Olivier Godement, head of product at OpenAI Platform. “We are excited to support travelers and help them expand their platform and services with such AI-driven experiences.”
Travelers highlights that the AI Claims Assistant provides the same natural, friendly, comprehensive service as a live agent, guiding customers from consultation to claim submission.
It provides policy information, answers questions, helps make informed filing decisions, and customizes updates to keep customers informed throughout the process.
In addition, customers can digitally upload photos, initiate estimates, schedule repairs, reserve rental cars and manage other tasks.
“This streamlined service speeds up claim initiation while allowing claims professionals to focus on resolving issues. Customers can speak to live experts at any time. Call center staff are being trained and repositioned into more strategic roles in a targeted upskilling program, which Travelers plans to continue as the technology evolves,” Travelers said.
