The adoption of AI technology within the insurance industry will not replace human workers , according to Brandyn Campbell , director of business development at process automation firm Ephesoft . While a 2015 survey found that 82 % of US and 74 % of non - US consumers want to see more human interaction when it comes to insurers , Campbell suggested that AI technology boost customer experience by speeding up claims processing and reducing costs , freeing up human workers for more interaction with users . He added that AI technology could help to improve efficiency and save costs without compromising personalised customer service .
The adoption of AI technology within the insurance industry will not replace human workers, according to Brandyn Campbell, director of business development at process automation firm Ephesoft. While a PwC survey found that 82% of US and 74% of non-US consumers want to see more human interaction when it comes to insurers, Campbell suggested that AI could boost customer experience by speeding up claims processing and reducing fraud, freeing up human workers for more interaction with users. He added that AI technology could help to improve efficiency and save costs without compromising personalised customer service.