The Travelers Companies announced the launch of AI Claim Assistant, a fully agentic intelligent voice service to handle customer claim calls.
The service, developed using OpenAI model capabilities and APIs, uses advanced language and speech recognition technologies, Travelers said, reporting that the capability is initially being used with customers who are calling to file an auto damage claim.
Travelers said that AI Claim Assistant provides the “same natural, friendly and comprehensive service customers expect from a live agent—guiding them from consultation through claim submission.” In addition to being capable of providing relevant policy information and answering questions, Travelers’ AI Claim Assistant can “help customers make an informed decision about filing a claim,” the insurer said in a media statement.
In addition, the assistant customizes notifications that keep customers updated throughout the process, and it transitions customers “seamlessly” to a digital experience where they can upload photos, initiate appraisals, schedule repairs, reserve rental cars and manage other essential tasks.
Customers can speak with a live specialist at any point.
Related: 20,000 AI Users at Travelers Prep for Innovation 2.0; Claims Call Centers Cut
AI Claims Assistant will expand to other lines of business and “a broader set of claim interactions over time,” Travelers said in the media statement.
“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. Seminara highlighted the ways in which the new intelligent voice capability enhances the customer experience, noting that the filing experience is “convenient, efficient and effective.”
Why OpenAI?
OpenAI stood out for its rigor, reliability and enterprise-grade security, Travelers said. Travelers selected OpenAI’s models and Realtime API after extensive testing and benchmarking to ensure the strongest possible technology at scale.
“Travelers has built one of the most sophisticated agentic voice implementations capable of consulting, advising and supporting customers through the full complexity of a claim conversation,” said Olivier Godement, Head of Platform Product at OpenAI.
The Travelers announcement addressed what the launch of AI Claims Assistant means for Travelers claims professionals and call center employees.
The streamlined service accelerates claim initiation while allowing Travelers claim professionals to focus on resolutions, the announcement said.
Call center employees are being trained and repositioned to more strategic roles in a deliberate upskilling program, which Travelers plans to continue as technology evolves.
Related: 10,000 Travelers Employees Get AI Assistants via Anthropic Partnership
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State Farm and OpenAI
Earlier this month, State Farm announced a separate partnership with OpenAI, becoming one of the first participants in OpenAI’s Frontier platform.
An OpenAI blog described Frontier as “a new platform that helps enterprises build, deploy, and manage AI agents that can do real work.”
OpenAI explained that Frontier “gives AI agents the same skills people need to succeed at work: shared context, onboarding, hands-on learning with feedback, and clear permissions and boundaries.”
“That’s how teams move beyond isolated use cases to AI coworkers that work across the business,” OpenAI said.
At State Farm, “The focus is straightforward: better serving customers by giving our agents and employees stronger tools to do their work, helping teams make better decisions, move faster, and scale expertise across the company,” said Joe Park, State Farm executive vice president and chief digital information officer, in a LinkedIn post announcing State Farm’s participation in Frontier.
Park offered the example of helping a State Farm agent to “get the right answers in seconds instead of minutes, so a customer gets clear guidance faster at a time of need and the agent can stay focused on helping, not searching.”
Highlighting the impact of “reducing friction in everyday work,” Park wrote: “When applied thoughtfully, AI supports how work actually gets done, surfacing insights sooner and creating more time for judgment, relationships, and being there for customers when it matters most.”
The State Farm announcement preceded announcements from three distribution platforms (Insurify, Tuio and Experian) launching ChatGPT personal lines insurance apps in OpenAI’s app directory.
Featured image: AI-generated (ChatGPT)
Topics
InsurTech
Auto
Data Driven
Artificial Intelligence
Claims
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