Suncorp has developed a new technology, using artificial intelligence, to help it determine who is at fault in car crashes, it has been reported.
The firm announced the development at an investor day last week and the technology is designed to speed up the claims process for customers and reduce claims costs,
The Australian reported.
Suncorp has uploaded 15,000 motor claims into IBM Watson, a supercomputer which utilises AI, to develop the technology which will be rolled out over the coming months for some claims.
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Mark Reinke, Suncorp’s head of customer relations, told the investor day audience that the insurer has “been able to test and prove the use of artificial intelligence in the determination of liability”.
“What that means is we can take a customer through that process without them diverting out of the process at some stage because we needed you to divert to a human effectively to make that decision,” Reinke continued, according to
ITnews.
Bingle, a direct insurance brand owned by Suncorp, launched Binglebot last month which is an AI-style support platform that provides contextual answers to customer questions, it was also revealed.
It is hoped that the new technology on crash claims will help link customers to a repairer quicker.
The insurer is not resting on its laurels when it comes to the development and roll-out of further technology.
“We’re reviewing and streamlining our support frameworks such as our conversation models, advice framework and consent models to help deliver consistently and improve the customer experience right across the board,” Reinke continued.
“We’re also continuously looking for opportunities for digitisation or to use artificial intelligence to enhance our channel network, streamline lower value interactions for customers, and tilt resource investment to assist our frontline to deliver significantly better customer experiences.”
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