Mitchell International, parent company of National Auto Glass Specifications (NAGS), recently published its 2019 Fourth Quarter Industry Trends Report, which highlight challenges and opportunities with emotional artificial intelligence (emotion AI) and claims; the impact of the increasing risks associated with claims and the important value of data and analytics for claims managers.
Mitchell International’s CEO, Alex Sun, gave insight on emotion AI as it relates to people in the claims process.
“… 10% of personal devices will have emotion AI capabilities by 2022. As the technology becomes more prevalent, there are three key ways I see emotion AI impacting the property and casualty industry and collision repair facilities,” Sun said.
According to Sun, the three ways he predicts it will impact collision repair facilities. Emotion AI:
- “has applications in both vehicles and in the workplace that could prevent accidents and injuries;
- has practical applications in claims automation and claims processes, and
- may be useful in helping return people to their pre-injury state.”
Workplace Applications
Emotion AI has a number of workplace applications, according to Sun, but one of the most significant centers on the fact that it can recognize stress.
“By reading eye movements and minute facial expression or tracking heart rate and blood pressure, emotion AI can be trained to recognize stress levels that might lead workers in demanding jobs to make poor decisions that could lead to their own or someone else’s injury. For workers in virtually any role, it could help identify anxiety, depression or burnout, all things that may contribute to workers’ compensation or disability claims,” Sun said.
The report also highlighted the possibility of increased vehicle repair costs due to additional safety options. According to the report, there are companies that have already introduced technology that monitors driver behaviors. The technology looks for signs of distraction, fatigue and even anger, which according to Sun, could eventually allow vehicles to respond.
“It’s another way of making the driving experience safer, more comfortable and more personalized, but as with many new Advanced Driver Assistance Systems (ADAS), it’s likely to drive up the cost and complexity of vehicle repairs,” Sun mentioned.
Claims Process
When referring to how emotion AI could impact the claims process, Sun notes its potential in better understanding customers as they call a vehicle claim in.
“For me, perhaps the most interesting way emotion AI might be used to better automate claims is through user experience and training applications, where a better understanding of user frustrations and pain points could help guide improvements that streamline and simplify the claims process,” Sun said.
If emotion AI was to be used in the claims process it could allow organizations to have a better understanding of the customer’s experience, according to Mitchell International.
“Emotion AI can support streamlined claims processes and minimize confusion and frustration, actually making the user experience more natural, more convenient and less stressful—all things that are ultimately more human,” Sun said.
Look for part two of this report, where additional Mitchell International executives share their insights and more on the fourth quarter report. To read Sun’s full text on emotion AI, click here.
