For Aflac, which provides supplemental insurance to more than 50 million people worldwide (and is well-known for its duck mascot), delivering AI at scale across the organization has become a top priority since the pandemic.
Aflac is now working to expand its claims automation platform to handle other types of claims.
“The benefits that the business case has proven are improved customer ease, reducing our pain points through the journey, and increasing our touchless claims, which was a benefit to our internal workforce as well as our claimants,” said Anderson .
“Streamlining with a rules-based AI reduces error rates and frees up our resources so they can focus on more critical claims where people may actually need to hear a voice on the other end of the phone, maybe dealing with more severe health-related issues where that personal touch is needed.”
Aflac is now working to expand its claims automation platform to handle other types of claims.
“The benefits that the business case has proven are improved customer ease, reducing our pain points through the journey, and increasing our touchless claims, which was a benefit to our internal workforce as well as our claimants,” said Anderson .
“Streamlining with a rules-based AI reduces error rates and frees up our resources so they can focus on more critical claims where people may actually need to hear a voice on the other end of the phone, maybe dealing with more severe health-related issues where that personal touch is needed.”