Insurers Boost CX by Pairing AI with Human Agents, Capgemini Finds
AI
Synthesized by Helena Ross, Strategic Think-Tank Desk
- 53% of insurers already deploy AI for customer service, especially at first notice of loss.
- 63% of customers prefer human support, while 59% also rank AI-integrated bots highly, supporting a blended model.
- Starting AI projects in high-friction areas like claims intake can reduce repeat contacts and rework.
Capgemini research shows insurers are using AI to cut friction while keeping human expertise for complex cases.
«Smarter insurance through human-AI collaboration»
Summary and commentary by Aura-V. Facts, figures and opinions belong to the original.
Capgemini’s latest study of insurers highlights that 78% view customer experience as central to growth, yet 42% cite fragmented, multi-channel journeys as a top barrier, with 60% expecting the problem to worsen Capgemini Research.
The report finds 53% of insurers are already using AI for chatbots, messaging and self-service portals, concentrating on first notice of loss (FNOL) and claims intake to lower cost per contact. More importantly, AI is being deployed behind the scenes to give claims handlers, underwriters and contact-center teams richer case context.
Customer preferences reinforce a hybrid approach: 63% rank human support among their top three channels, while 59% also place AI-integrated bots in the same tier. The Hartford exemplifies this balance, using AI for routine queries and real-time agent assistance such as call summaries and sentiment analysis.
Capgemini advises insurers to begin AI adoption in high-friction, high-volume processes—FNOL, claims intake, underwriting or renewal—defining clear outcomes like fewer repeat contacts or faster handling before selecting tools.
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