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Automation is making an impact, but it's also the ability to make decisions that will profoundly affect insurers' operations.
Enthusiasm to get started on automation should not run ahead of efforts to diagnose and measure the current status of processes.
Individual claims and inquiries may set off suspicions, but large-scale examinations of interactions can more quickly identify and isolate exceptional activity.
Arguments over whether artificial intelligence will eliminate jobs ignores AI's ability to expand the reach of individual workers, allowing them to take on new roles and tasks.
Many insurers need to take inventory of the data they already have before they can decide what they need for effective automation.
