𝐓𝐡𝐚𝐭 π𝐢𝐨𝐧𝐞𝐞𝐫 𝐋𝐢𝐟𝐞! This week, we at QuantPi want to start sharing a few “behind-the-scenes”. 🚂 My DB office: With our offices in Saarbrücken, Berlin and Munich (Berlin -> Saarbrücken being an at least 7h train ride 😵💫), numerous AI conferences and customer meetings all across Germany, Deutsche Bahn trains are a common workspace for me. I actually quite enjoy working from the train - with already downloaded materials, and a good hotspot, the train rides give me dedicated focus time for bigger topics. Another perk of frequent train travel are the accumulated bonus points which allow me to work from the DB Lounge during those essential buffer times (always planning at least 90 minutes buffer for delays if I take the DB to an important meeting). Yesterday in Hannover that meant a quick lunch and a final rehearsal of my presentation for InsurLab Germany members, including HDI Group, VGH Versicherungen, and Concordia Versicherungsgesellschaft a.G. on safely leveraging AI in the insurance industry. Thank you so much, InsurLab, for the invitation, René Leppin from Mecklenburgische Versicherungs-Gesellschaft a. G. for hosting and to all the attendees for the engaging discussions! Some key takeaways from the discussions with the insurers: 💡 Cultural Shift and Change Management: Implementing AI isn't just a technical challenge; it’s also a significant cultural shift. Change management is important, especially in more traditional industries. 💡 Identifying Relevant Use Cases: With all the hype surrounding AI, pinpointing the most relevant and impactful use cases can be challenging. 💡 Common GenAI Use Case: Among the participants, internal knowledge management was the most common use case for Generative AI. This approach is less risky than customer-facing applications and helps increase operational efficiency while acclimating employees to AI usage. For more insights on safe and responsible AI, give us a follow (👉 QuantPi), we're working on pretty cool stuff! #responsibleai #trustworthyai
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The #cccexpo in London was a great show for Awaken Intelligence. Really broad range of conversations, insights, and (most importantly) perfect-fit customer use cases. Talking to people, some issues were classic challenges we've heard a hundred times, others were a little more recent (looking at you #ai 👀). Human error came up quite a lot. Everything from call disposition errors to repeated process mistakes by agents. Obviously, if you can see any issue or error repeating itself then you need to find a fix. Typically, our advice was to layer in some level of process-driven guidance to solve process issues, and automate dispositioning - an easy, low-cost fix these days. If you can't see the issues, then you need analytics. I spoke to one team who were struggling with the growing complexity of their customers service needs. This is something we see a lot. A combination of growing consumer expectation, broadening product portfolios, and advancing tech. Again, using dynamic, process-led guidance can help give structure to complexity. You can also harness artificial intelligence to help assist agents in real time to reach a satisfactory customer outcome. Think alerts, auto-population, data capture, analysis of intents etc. And then, there were a handful of teams we spoke to who were exploring AI as a project in itself. How could it transform their operations?? What could they automate? These were the most exciting conversations, as we've just launched our Real-Time Agent Assist solution, Awaken CoPilot. CoPilot guides agents in real time, automating repetitive tasks and giving agents the chance to focus on their customers rather than a million different windows or processes. Basically, making an agent's life easier. Which will make them happier. Which will make them stay longer. 😊 As I said, really good event. Looking forward to continuing the conversation with many people. #contactcentre #technology #cx
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🌐 Attended an insightful European expo in Germany hosted by Plug and Play Insurtech on the future of insurance, where the nexus between Operational Excellence, Climate Focus, and Generative AI was brought to the forefront. 🚀 The insurance sector is at an inflexion point, tackling macroeconomic headwinds by turning inwards to boost efficiency and reduce costs. Amidst rising interest rates and inflation, companies like Tractable, omni:us, and SHIFT are redefining operational excellence. 🌱 Climate change, an existential threat, is now a pivotal aspect of the industry's approach. Innovative startups are recalibrating risk profiles and embracing regulatory changes, proving resilience and adaptability are key to sustainability. 🤖 Generative AI stands out as a beacon of transformative tech, with pioneers already deploying these nascent tools to redefine the landscape of insurance. The blend of AI with traditional practices is not just a trend but a strategic necessity. The challenges remain in hiring for the new AI roles, adopting AI and costs related to R&D. 💡 The potential is immense, as is evident from AXA's integration of AI tools for data handling and risk management, setting the stage for responsible AI use in the industry. 🔓 Open Insurance is also making a comeback, powered by APIs and consumer preferences, underpinned by new regulation proposals. 🔗 The convergence of these trends indicates a bright future for the industry, fueled by innovation, adaptability, and collaboration. #InsuranceTech #GenerativeAI #OperationalExcellence #Innovation #FutureofInsurance
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Cheers to everyone who joined us for our first virtual Afternoon Tea with GenAI event! It was great to share tasty treats and delicious nuggets of insight about AI automation. ☕🤖 Extra special thanks to Sara Candelaria, AVP at Desert Financial Credit Union, for being our special guest! For those of you who were unable to attend, we saved some insights to share. - Wondering how you can best use GenAI? There are three major use cases: External customer self service, internal employee onboarding and knowledge sharing, and internal agent assist and handover. - #GenAI and #ConversationalAI work better together. GenAI allows for a wider range of conversations, while conversational AI provides you more control in sensitive customer interactions. Being able to choose the right platform for the right question is a huge advantage. - You want to be sure you’re working with the right platforms. A McKinsey report cited 40% of interactions customers had with chatbots aren’t giving them what they need. - That’s not the case for DFCU! Thanks to the success of their boost.ai virtual agent in resolving customer queries the first time, they’ve saved over 1,400 hours of agent time. Were you in attendance? Please share what you learned about GenAI and how you felt about the experience. We all had a great time, so be sure to keep an eye open for future events.
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Roadmapping results below ⬇️⬇️⬇️
Thank you to all the YCA associates that attended the first road mapping session last week and what a positive meeting it turned out to be. Following the five directions we had previously chosen as our 2024 co-produced strategy we have now added another following the meeting and amended some of the roads that we need to go down to reach our final destination. THE NEW SIXTH area we will concentrate on in 2024 is: Digital Innovation and AI. Digital innovation is the application and adoption of digital technologies in a strategic manner to improve business operations, create novel products or services, enhance customer interactions, and meet evolving market demands. AI is a machine's ability to perform the cognitive functions we associate with human minds, such as perceiving, reasoning, learning, interacting with an environment, problem solving, and even exercising creativity. We know that the social care providers are slow to react to digital transformation and the thought of using AI in the people-based care industry seems wrong. The role of the YCA is #workingtogether with suppliers of DT and AI so we can tailor the materials to the sector and overcome blocking forces such as Cost/Time/Understanding/Fear of Change/we always do it this way. In doing so, we can be part of the change in the way that the sector is developing. If you want to sell to the Social Care Sector sign up to the YCA and start a discussion. SIGN UP HERE: https://lnkd.in/eb4PN3zu #workingtogether #goodnewsfriday #changeinsocialcare #socialcare
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Reflecting on my recent attendance at the Warranty & Service Contract conference hosted by Strategic Solutions Network, I’m still struck by the whirlwind of insights discussed & shared. Diving back into my conference notes & reconnecting with the many subject matter experts I had the pleasure of meeting, the prevailing industry discourse included: - Dynamic Regulatory Landscape: The shifts are incessant, demanding vigilant attention from providers. Each state has its own “unique” set of laws & regulations. - The Rise of AI: AI's ascent has been nothing short of meteoric, transforming last year's peripheral discussions into this year's central themes. Delving into AI's potential to streamline contact center operations & unlock deeper insights from data ignited most discussions. - Rural Service Delivery: The cost, time, & the availability of service providers continues to puzzle providers & frustrate customers. There is no clear solution. For those entrenched in the Warranty industry or contemplating entry, I highly recommend this conference. Its rich tapestry of insights & networking opportunities is invaluable. #warrantysupport #warrantyproviders #warrantyindustry
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Today we unveiled our new Interaction Summary feature! Available as an add-on, this feature uses GenAI to summarize communications between contact center agents & customers, maximizing productivity, reducing expenses and more. #Calabrio #AgentPerformance #GenerativeAI#AI
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Thrilled to announce the launch of seven12.ai, our latest division committed to delivering cutting-edge Gen AI solutions for enterprises. Gratitude for past successes fuels our team's dedication to providing unparalleled value to our esteemed customer partners. We are genuinely excited as this technology takes shape. Stay tuned for forthcoming updates ! #GenAI #enterpriseai #Innovation #sapai
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It was truly a terrific two days at the WSJ CIO Summit in Menlo Park this week. Belle L., Isabelle Bousquette, Steve Rosenbush and Ben Ashwell - huge thank you! We spoke about the adoption of Generative AI - the value, the pioneers and what they’re doing, and the rich examples of use cases that are getting built at enterprises. On value, we see three major drivers. 1) Deploy - the adoption of exiting software solutions that have Gen AI features (like Copilot). 2) Reshape - the end to end reshaping of critical functions (like Marketing, Customer Service) 3) Invent - the re-imagination of offerings (like a virtual beauty advisor) and new business models We are observing 1 in 10 enterprises emerging to be pioneers. What stands out amongst the pioneers — they investing significantly, they are upskilling their executives & teams, they are front-footed on understanding direct and indirect costs, they build partnerships in the GenAI ecosystem, and they lead with Responsible AI. Compelling use cases included software development (which Fletcher Previn talked about), customer services (which Sathish M. covered), underwriting in Insurance, clinical trials writing in Healthcare and several others. Gen AI will deliver the 4th wave of productivity. The game’s on. https://lnkd.in/eHitGwJj #WSJCIO #bcgx
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📣𝗔𝘁𝘁𝗲𝗻𝘁𝗶𝗼𝗻 𝗜𝗻𝘀𝘂𝗿𝗮𝗻𝗰𝗲 𝗣𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹𝘀! Are you attending the MAC Summit in Branson? If you're in the insurance industry, you won't want to miss this opportunity! Make sure to stop by our booth #32 to discover how AI can enhance productivity and increase revenue. Our expert, Lisa Oxenhandler, will be there to share insights and practical solutions on: 𝗕𝗼𝗼𝘀𝘁𝗶𝗻𝗴 𝗣𝗿𝗼𝗱𝘂𝗰𝘁𝗶𝘃𝗶𝘁𝘆: Learn how AI can streamline your processes and reduce administrative burdens. 𝗗𝗿𝗶𝘃𝗶𝗻𝗴 𝗥𝗲𝘃𝗲𝗻𝘂𝗲: Find out how AI can help identify opportunities and maximize profitability. Don't miss out on this chance to transform your approach to insurance with cutting-edge AI technology. See you at booth #32! (314) 936-4425 https://lnkd.in/eb8GE_y3 #MACSummit #Branson #InsuranceIndustry #AIinInsurance #ProductivityBoost #RevenueGrowth #InsuranceRecruiter #LisaOxenhandler #InnovationInInsurance
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📣𝗔𝘁𝘁𝗲𝗻𝘁𝗶𝗼𝗻 𝗜𝗻𝘀𝘂𝗿𝗮𝗻𝗰𝗲 𝗣𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹𝘀! Are you attending the MAC Summit in Branson? If you're in the insurance industry, you won't want to miss this opportunity! Make sure to stop by our booth #32 to discover how AI can enhance productivity and increase revenue. Our expert, Lisa Oxenhandler, will be there to share insights and practical solutions on: 𝗕𝗼𝗼𝘀𝘁𝗶𝗻𝗴 𝗣𝗿𝗼𝗱𝘂𝗰𝘁𝗶𝘃𝗶𝘁𝘆: Learn how AI can streamline your processes and reduce administrative burdens. 𝗗𝗿𝗶𝘃𝗶𝗻𝗴 𝗥𝗲𝘃𝗲𝗻𝘂𝗲: Find out how AI can help identify opportunities and maximize profitability. Don't miss out on this chance to transform your approach to insurance with cutting-edge AI technology. See you at booth #32! (314) 936-4425 https://lnkd.in/e5Cu9y6h #MACSummit #Branson #InsuranceIndustry #AIinInsurance #ProductivityBoost #RevenueGrowth #InsuranceRecruiter #LisaOxenhandler #InnovationInInsurance
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Responsible AI Advocate | Marketing & Communications | Mother | ex-Celonis
2moFor a moment I thought you flew! I have never seen the inside of a DB lounge! New world! ;) But agree fully on the change management point! Susanne Gottschalk shared a superb and detailed approach on how Schaeffler is tackling this topic. Definitely an industry overarching pillar which is of the utmost importance!