In the insurance sector, the defining factors between positive customer experiences and poor outcomes usually reside in background processes. The difference lies within the supporting work and effort that leads to customer interactions or business process results. Errors can occur without a reliable method to quickly make sense of complex documents, large volumes of data, bottlenecks, and slowdowns. In conjunction with two of our leading partners, Tungsten Automation is excited to reveal the potential of an AI copilot for insurance.

AI technology is set to impact how insurers manage their work immensely. With the potential to empower human workers with AI’s multifaceted insights, substantial undertakings can become quick work. Working alongside us are ImageTech, a team of process automation experts, and BlueOrange Digital, a team of innovative engineers and AI developers.

What’s possible when you equip your teams with a bespoke AI copilot integrated into a TotalAgility workflow? Consider where insurers face ongoing and troublesome problems today.

The Challenges Facing Insurers and Brokerages Today

Insurance agencies operating at any level face many identical challenges. As the scale of the organization increases, so does the burden and scope of those challenges. In conversations with our insurance industry customers and partners, we’ve repeatedly encountered some of the same concerns. These issues that bog down the pace of work and lead to reduced effectiveness include:

• Vast volumes of paperwork are required across customers, cases, claims, etc.
• Complex document structures that don’t always remain the same and often contain dense language and intricate concepts.
• Increasing compliance challenges and regulatory burdens.
• Slow and manual processes, from obtaining the correct files to reading through them to answer a customer’s question.
• Errors and inaccuracies caused by rushing to complete a task or due to simple oversights.

With the powerful OCR and data ingestion capabilities of TotalAgility, it is possible to integrate with AI-based solutions to address these concerns capably.

Building a Copilot for Insurance

We onboarded Tungsten Platinum partners ImageTech Systems and BlueOrange Digital to address these issues. By leveraging Tungsten platforms, innovative third-party technologies, and expertise, we are building an integrated solution that delivers the next generation of support to insurance agents. A customized copilot for insurance users is a solution that can achieve notable gains in claims processing and policy-checking efficiency.

The intersection of workflow automation and generative AI can impact many workers across the insurance sector. Agents, brokers, claims employees, and underwriters can access this tool to achieve better business outcomes. Let’s consider how this solution works in practice.

How Does Setting Up a Copilot Work?

The first step is obtaining the document information necessary for training a Large Language Model (LLM). To achieve this, insurers can rely on Tungsten TotalAgility for data ingestion.

TotalAgility uses industry-leading OCR technology to produce high-fidelity, full-text digital copies of even the most significant volumes of insurance documents. This dataset forms the basis for a custom AI copilot explicitly trained on your information.

Utilizing connectors, we pass these OCR results to the BlueOrange-developed LLM. A generative AI model trains extensively on these documents, learning content, structure, format, and more. Once the model has undergone training, users can query the AI model documents.

With the Copilot, your teams can leverage it for insights and critical answers about detailed insurance documents. BlueOrange technology contributed to the project and incorporates agent architecture into the setup, significantly enhancing its capabilities and enabling multi-step processing for superior accuracy over traditional single-step methods.

Recognizing the Benefits of an AI Copilot

With the copilot setup, users can find answers to complex questions about multiple sets of documents. Comparing two documents, even expansive in size, is faster and easier. For example, consider someone trying to help a customer understand specific differences in the terms of two policies. By querying the AI model, a user can get a prompt summary of the key points and fundamental differences. This step is quick and translates into a better customer experience.

The model provides more than a way to ask questions—it learns what questions an agent will most likely ask about particular documents. Responses generated in advance mean workers don’t need to engage in the same queries repeatedly; instead, the facts they usually need are right at their fingertips.

Need to ask something new or different? Support for ad-hoc querying means getting detailed or brief responses on other information. Data from a TotalAgility process moves to the Blue Orange LLM again, which ingests the documents, analyzes them and generates answers to the query. Users receive a response output quickly.

With these tools, you can:

• Provide answers to customers faster
• Raise the bar on the quality of service
• Catch errors or potential misunderstandings early
• Direct employees towards more high-value interactions vs. tedious tasks

Ultimately, that results in better outcomes for your business and its customers.

Deeper integration is central to ensure that access to essential data is seamless and straightforward regardless of the channel or system in question. Enrichment of the Copilot allows for customization to integrate and make connections between your third-party apps, frameworks for compliance and internal or external databases, workflows undergo broad improvements for smoother work. Ultimately, that contributes to fewer slowdowns and a faster time to market.

Start Leveraging Advanced Automation in Insurance Today

The volume and complexity of the work in insurance show no signs of changing. Indeed, it’s likely to continue to grow in scope. To keep your organization competitive, customers happy, and staff engaged, better technology is one of the keys to the future. Change the game with an AI copilot using Tungsten Automation technology and innovations from ImageTech and Blue Orange Digital.

From claims processing to identity verification and fraud prevention, there are many other areas in insurance where workflow automation can make a difference. Alongside investigating the potential of using this Copilot for Insurance, don’t miss out on the wide range of other connectors and solutions available in the Tungsten Marketplace. Explore our Insurance Industry Guide for more information about these solutions and what they can do for your teams today.