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Travelers has launched a new AI assistant designed to handle customer claim calls.
The company's AI Claim Assistant is a fully agentic intelligent voice service that uses advanced language and speech recognition technologies to take customer calls. It was developed using OpenAI model capabilities and APIs.
The assistant is initially being used for calls from customers filing an auto damage claim. Travelers expects to expand the assistant's use to additional lines of business and a broader set of claim interactions over time.
"The technology behind our AI Claim Assistant is remarkably dynamic and responsive, and early customer feedback has been overwhelmingly positive," said Nick Seminara, executive vice president and chief claim officer at Travelers, in a statement. "This innovative service provides our customers with a claim filing experience that's convenient, efficient and effective."
According to Travelers, the AI assistant provides the same friendly and comprehensive customer service as a live agent. It can guide customers from consultation through claims submission, providing policy information, answering related questions and helping customers decide whether to file a claim.
The assistant then transitions customers to Travelers' digital experience, where they can upload photos, schedule appraisals and repairs, and reserve rental cars.
Customers are still able to speak with a live agent at any point. Travelers says call center employees are being trained as part of an upskilling program that will position them for more strategic roles.
Photo credit: Naiem/Adobe Stock
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