Automation is changing the shape of business process and operations throughout the insurance industry. Enterprise level legacy system consolidation is now more likely to be replaced by robotic automation and 'natural' system migration, rather than businesses embarking on huge transformation programmes. However, given the options we have today it remains to be seen just how far investment in automation will go in terms of people.
Japanese insurer Fukoku Mutual aim to replace 34 human claims workers with automated process in 2017. Many would say this is an incredibly brave move, and it will be interesting to see how successful they are, and how many Insurers embrace this level of adoption?
Most of the attention around automation focuses on how factory robots and self-driving cars may fundamentally change our workforce, potentially eliminating millions of jobs. But AI that can handle knowledge-based, white-collar work are also becoming increasingly competent. One Japanese insurance company, Fukoku Mutual Life Insurance, is reportedly replacing 34 human insurance claim workers with “IBM Watson Explorer,” starting by January 2017.