WILL YOUR INSURANCE AGENT BE KNOCKED OUT BY A ROBOT ... · “Reimagining insurance distribution:...
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#NTTDINSURANCE | @NTTDCONSULTING WILL YOUR INSURANCE AGENT BE KNOCKED OUT BY A ROBOT ANYTIME SOON? Does the rise in artificial intelligence (AI) mean a showdown is coming? in spending on enterprise virtual assistant (EVA) technologies 2013–2016 1 83% Growth insurance sales advice and quotes are provided through digital channels today 2 32% of P&C personal lines For Customers: And Carriers: said they have some interest in working with a robo-advisor (46% Gen X, 24% Boomers) 3 said they would be comfortable having their relationship with their financial advisor exist entirely online 10 35% of respondents in combined ratio could be achieved from automated processing, online sales, big data pricing, and fraud detection 4 21% reduction said they are still having trouble analyzing data fast enough to meet customer demand 5 80% of agent respondents Automation is fine for simple tasks: But customers prefer human support for more complicated purchases prefer to learn about insurance-related products online or via a mobile app 6 40% of prospects research auto policies online 8 75% are purchased online 9 25% THE MATCH IN INSURANCE Online Phone Don’t know In person Mail prefer to speak to an agent when making a purchase 7 63% In person Don’t know Online Mail ROUND 2 COMPLEXITY DRIVES THE HUMAN COUNTERPUNCH ROUND 1 ROBOTS ARE COMING ON STRONG ROUND 3 A SPLIT DECISION ROUND 4 CARRIERS MUST STEP IN TO STOP THE FIGHTING ROUND 5 INDUSTRY CHAMPS USE TECHNOLOGY TO STRENGTHEN, NOT KNOCK OUT, AGENTS Customers: Agents: of 1,700 independent agents surveyed 12 #1 request of agents was for carriers to better integrate into agency management systems “The possibilities for a technology revolution in insurance are indeed endless with the rise of AI, robots, and robo-advisors. But what if this revolution could produce more heroes than casualties? What if rather than being replaced by these technologies, humans could be made better, stronger, and faster by them?” 14 29% of smart phone users will immediately switch to another site or app if it doesn't satisfy their needs 67% will switch if it takes too many steps to purchase or get desired information 11 Winning carriers will follow the footwork of financial services counterparts who are using robots and AI to empower their agents – not beat them up. Sources: — LISA WOODLEY, VICE PRESIDENT, DIGITAL EXPERIENCE, NTT DATA 1. Miller, Dan. (January 2014). “Opus Research Intelliview: Evaluating Enterprise Virtual Assistants.” Opus Research, Inc. 2. Accenture. (9 December 2015). “Reimagining insurance distribution: Insurers accelerate the shift to a radically different distribution model.” 3. Allianz Life Insurance Company of North America. (January 2015). “Allianz Generations Apart Study.” https://www.allianzlife.com/retirement-and-planning-tools/generations-apart 4. Morgan Stanley Research and the Boston Consulting Group. (8 September 2014). “Insurance and Technology: Evolution and Revolution in a Digital World” http://www.the-digital-insurer.com/wp-con- tent/uploads/2014/10/372-evolution-revolution-how-insurers-stay-relevant-digital-world.pdf 5. Beattie, Craig and Michellod, Nicholas. (January 2016). “Bigger Data: A Look at How Far Insurers Have Moved to Take Advantage of Opportunities.” Celent. 6. CEB TowerGroup Insurance, “Multi-Channel Sales and Service: Why Insurers Must Respond and How to Execute the Strategy.” Quoted in LifeHealthPRO. (3 October 2014) “Navigating the Last Mile: Insurance” Infographic. 7. Ibid. 8. Carnahan, Karlyn. (14 March 2016). “What Google Compare Could Have Been.” Insurance Networking News. 9. Ibid 10. “Allianz Generations Apart Study.” 11. Adams, Laura; Burkholder, Elizabeth; and Hamilton, Katie. (August 2015). “Micro-Moments: Your Guide to Winning the Shift to Mobile.” Google. https://think.storage.googleapis.com/docs/micromo- ments-guide-to-winning-shift-to-mobile-download.pdf 12. NTT DATA. (September 2015). "Independent Agent Survey." Survey. 13. Power, Brad. (19 March 2015). "Artificial Intelligence Is Almost Ready for Business." Harvard Business Review. 14. Collamer, Joel and Woodley, Lisa. (June 2016). "The AI Revolution in Insurance: A Reality Check." NTT DATA Consulting, Inc. © 2016 NTT DATA, Inc. of consumers only 10% of consumers Carriers can make peace by getting automation right for: customer transactions enabled by USAA’s Enhanced Virtual Assistant 13 200
Transcript of WILL YOUR INSURANCE AGENT BE KNOCKED OUT BY A ROBOT ... · “Reimagining insurance distribution:...
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Only 10% of consumers
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#NTTDINSURANCE | @NTTDCONSULTING
WILL YOUR INSURANCE AGENT BE KNOCKED OUT BY A ROBOT ANYTIME SOON?
Does the rise in artificial intelligence (AI) mean a showdown is coming?
in spending on enterprise virtual assistant (EVA) technologies 2013–20161
83% Growth
Robots are coming on strong
ROUND 1: ROBOTS ARE COMING ON STRONG
insurance sales advice and quotes are provided through digital channels today2
32% of P&C personal lines
For Customers: And Carriers:
said they have some interest in working with a robo-advisor (46% Gen X, 24% Boomers)3
said they would be comfortable having their relationship with their financial advisor exist entirely online10
35% of respondents
in combined ratio could be achieved from automated processing, online sales, big data pricing, and fraud detection4
21% reduction
said they are still having trouble analyzing data fast enough to meet customer demand5
80% of agent respondents
Robots are coming on strong
Automation is fine for simple tasks:
But customers prefer human support for more complicated purchases
prefer to learn about insurance-related products online or via a mobile app6
40%
of prospects research auto policies online8
75%are purchased online9
25%
THE MATCH IN INSURANCE
Online
Phone
Don’t know
In person
Mailprefer to speak to an agent when making a purchase7
63%
In personDon’t know
Online
ROUND
2COMPLEXITY DRIVES THE HUMAN COUNTERPUNCH
ROUND
1ROBOTS ARE COMING ON STRONG
Robots are coming on strong
ROUND
3A SPLIT DECISION
ROUND
4CARRIERS MUST STEP IN TO STOP THE FIGHTING
ROUND
5INDUSTRY CHAMPS USE TECHNOLOGY TO STRENGTHEN, NOT KNOCK OUT, AGENTS
Customers: Agents:
of 1,700independent agents surveyed12
#1request of agents was for carriers to
better integrate into agency management systems
“The possibilities for a technology revolution in insurance are indeed endless with the rise of AI,
robots, and robo-advisors. But what if this revolution could produce more heroes than
casualties? What if rather than being replaced by these technologies, humans could be
made better, stronger, and faster by them?”14
29%of smart phone users will immediately
switch to another site or app if it doesn't satisfy their needs
67%will switch if it takes too many steps to
purchase or get desired information11
Winning carriers will follow the footwork of financial services counterparts who are using robots and AI to empower their agents – not beat them up.
Sources:
— LISA WOODLEY, VICE PRESIDENT, DIGITAL EXPERIENCE, NTT DATA
1. Miller, Dan. (January 2014). “Opus Research Intelliview: Evaluating Enterprise Virtual Assistants.” Opus Research, Inc.
2. Accenture. (9 December 2015). “Reimagining insurance distribution: Insurers accelerate the shift to a radically different distribution model.”
3. Allianz Life Insurance Company of North America. (January 2015). “Allianz Generations Apart Study.” https://www.allianzlife.com/retirement-and-planning-tools/generations-apart
4. Morgan Stanley Research and the Boston Consulting Group. (8 September 2014). “Insurance and Technology: Evolution and Revolution in a Digital World” http://www.the-digital-insurer.com/wp-con-tent/uploads/2014/10/372-evolution-revolution-how-insurers-stay-relevant-digital-world.pdf
5. Beattie, Craig and Michellod, Nicholas. (January 2016). “Bigger Data: A Look at How Far Insurers Have Moved to Take Advantage of Opportunities.” Celent.
6. CEB TowerGroup Insurance, “Multi-Channel Sales and Service: Why Insurers Must Respond and How to Execute the Strategy.” Quoted in LifeHealthPRO. (3 October 2014) “Navigating the Last Mile: Insurance” Infographic.
7. Ibid.
8. Carnahan, Karlyn. (14 March 2016). “What Google Compare Could Have Been.” Insurance Networking News.
9. Ibid
10. “Allianz Generations Apart Study.”
11. Adams, Laura; Burkholder, Elizabeth; and Hamilton, Katie. (August 2015). “Micro-Moments: Your Guide to Winning the Shift to Mobile.” Google. https://think.storage.googleapis.com/docs/micromo-ments-guide-to-winning-shift-to-mobile-download.pdf
12. NTT DATA. (September 2015). "Independent Agent Survey." Survey.
13. Power, Brad. (19 March 2015). "Artificial Intelligence Is Almost Ready for Business." Harvard Business Review.
14. Collamer, Joel and Woodley, Lisa. (June 2016). "The AI Revolution in Insurance: A Reality Check." NTT DATA Consulting, Inc.
© 2016 NTT DATA, Inc.
of consumers
only 10%
of consumers
Carriers can make peace by getting automation right for:
customer transactions enabled by USAA’s Enhanced Virtual Assistant13
200
