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How intelligent automation is paving the way for a new era in the insurance industry

Jerry Wallis, Head of Industry Strategy, SS&C Blue Prism 

The insurance sector has faced a perfect storm of events these past few years. The covid-19 pandemic accelerated digital transformation around the world – which had the added effect of contributing to increased customer expectations and a surge in competitive pressures.  In addition, many long-established insurers have to maintain legacy systems that support books of insurance that can be years, even decades old – and that cannot easily and cost-effectively be replaced.  Having customer data stored in multiple different systems makes it very difficult for an insurer to build a single 360-degree view of a customer, to serve them better and to sell them more. 

While businesses in various industries have sped up their digital transformations to meet the demands of an online world, the tie to these legacy silos has meant the insurance industry has historically been slow to move into a truly digital way or working.  . The average underwriter, for instance, continues to spend more than 50% of their workday on repetitive tasks.

The sector is under tremendous pressure to process information faster, better, and cheaper to meet the changing needs of today’s customers and secure long-term competitiveness. The adoption of advanced technologies, namely intelligent automation (IA), is helping insurers overcome this challenge by changing how the industry operates across every aspect of the value chain – from product development, underwriting, and policy management, to claims and other processes.

This piece will explore how intelligent automation is launching a new era of improved productivity in the insurance industry.

Digital transformation and IA are imperative to insurers’ future prosperity

The rise of intelligent automation has brought about a new era of possibilities for the insurance industry, with an impressive range of benefits. The introduction of IA and its respective technologies into an insurance firm represents the future of what can become a much more technologically advanced sector. This is particularly important as the industry is under increasing pressure to not only reduce costs but to also maintain, and take steps to improve, customer satisfaction.

Intelligent automation adoption can help resolve this by unifying disparate silos of data, presenting users with a single, digitally capable view of customers, thus giving them the time they need to focus on complex customer cases and the ability to utilize IA to deliver superior, bespoke customer service. IA is a combination of components, including artificial intelligence (AI), robotic process automation (RPA), business process management and other complementary technologies that enable companies to advance workflows and streamline end-to-end processes.   

Digital labour helps workers by automating repetitive and mundane tasks, freeing people from repetitive and time-consuming work. Digital workers connect to legacy or modern applications to automate business processes through a variety of automation techniques.  .

Intelligent document processing allows insurance firms to process vast amounts of data with minimal human intervention at an over 98% rate of accuracy. This replaces laborious and error-prone data entry, which is not only slow but creates an inefficient and costly domino effect when information is input incorrectly. Artificial intelligence components can then use this information to provide valuable insights, predictive analytics and modeling regarding customers and their policies, and suggestions for optimizing processes.

Business process management provides digital oversight, enabling employees to know exactly where in the workflow items are and what needs to be completed to get tasks to completion. Intelligent process mining identifies areas that would benefit from automation, transforming the end-to-end processing of work.

Overall, these and other advanced IA technologies work together to streamline business processes, reduce operational costs, and improve the accuracy and speed of services. Using IA delivers key benefits for insurance firms, which include:

Faster claims processing – IA can automate many of the tasks involved in processing insurance claims. For example, it can read and analyze claims documents (including handwritten documents), determine whether a claim is valid, and calculate the amount of compensation owed. This can help insurers process claims more quickly, reducing the time it takes for customers to receive their payouts.

Improved customer service – The introduction of chatbots powered by natural language processing can answer customer queries and resolve simple issues. This frees up customer service representatives to focus on more complex issues, improving overall service levels. Predictive analytics help workers identify customer needs and preferences to better personalize products and services. Automated notifications can be used to notify customers of policy renewals, claim status updates, and other important information. This can help improve customer satisfaction by keeping them informed in real time.

Better risk assessment – By analyzing large amounts of data, the AI features of intelligent automation can identify patterns and make predictions about future events as well as customers. This can help insurers to price policies more accurately and avoid underwriting risks that may otherwise be too high.

More efficient underwriting – By automating tasks involved in underwriting policies, insurers can improve efficiencies and productivity. For example, IA can analyze customer data to determine their risk profile, check for policy compliance, and generate policy documents. BPM ensures the underwriting process moves along to completion efficiently. This efficiency reduces the time and costs involved in underwriting policies, allowing insurers to process more policies in less time.

Enhanced fraud detection – By analyzing large amounts of data, intelligent automation’s AI capabilities can identify patterns and anomalies that may indicate fraudulent behavior. This can help insurers detect and prevent fraud before it occurs, reducing the amount of money lost to fraud.

Insurers can build thriving workforces in the age of IA                                     

Another benefit of introducing IA is that insurers can develop and improve their workers’ skillsets to match the needs of an increasingly digitalized world. Insurers can also recruit new talent that is interested in learning about advanced technology. Team members that were once spending their days completing repetitive, time-consuming tasks, can be trained in the latest IA technologies to establish them as customer-focused underwriters.

Improvements in efficiency, skillsets, and recruitment help insurers build stronger workforces.

Intelligent automation is for all sector players

Don’t make the mistake of assuming the benefits of IA are confined to the big-league, multinational, insurance players. Intelligent automation is for all in the industry– from agencies and specialty insurers to regional insurers and – yes – multinationals.

For small and mid-sized players, intelligent automation presents an opportunity to overcome staffing and scale challenges to effectively compete in the marketplace and, thus, optimize revenue. Not only does IA improve efficiencies but it can also help insurers innovate and develop new products and services more quickly and effectively, allowing them to stay ahead of the competition and meet the evolving needs of their customers. But to be successful, businesses need to make digital transformation a strategic priority. For those that do, they will prove their ability to adapt to a rapidly evolving market and ensure their future growth.

“The rise and introduction of intelligent automation has brought about a new era of possibilities for the insurance industry. The gradual adoption of IA technologies into an insurance firm represents the future of what can become a much more technologically advanced sector. The adoption of AI and IA technologies is help insurers overcome this challenge by changing how the industry operates across every aspect of the value chain – from product development, underwriting and policy management, to claims and other processes.

“IA is a combination of components, including artificial intelligence (AI), robotic process automation (RPA), business process management and other complementary technologies that enable companies to advance workflows and streamline end-to-end processes. Digital labour helps workers by automating repetitive and mundane tasks, freeing people from repetitive and time-consuming work. Digital workers connect to legacy or modern applications to automate business processes through a variety of automation techniques.  For instance, intelligent document processing, improved customer service via chatbots, better risk assessment with AI features of automation identifying patterns and predictions, enhanced fraud detection and efficient underwriting. AI and IA will redefine processes within the insurance industry, but also help insurers innovate and develop new products and services quickly and effectively, putting them ahead of competitors and allowing them to and meet the evolving needs of their customers.”

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Business

Need for speed: The importance of businesses acting fast!

John Kelleher, VP UKI & ME, UiPath

With significant economic disruption over the past few years, the ability to adapt to changing circumstances quickly has never been more important for businesses. Increasingly, there are instances of sudden pressure on organisations to adopt the latest technology, such as the push to move to cloud computing models or embrace artificial intelligence (AI).

In the past couple of years, the AI industry has thrived as the technology becomes indispensable for businesses. From chatbots to aid customer service interactions, to machine learning models that produce accurate financial forecasts, AI has found a place in all areas of business.

Soon, AI will become the standard customers expect, meaning organisations must adopt it at pace. Those who manage to implement the technology correctly will reap benefits in productivity, employee satisfaction and, ultimately, profitability. But to do this, organisations need to transform how they operate.

Customers won’t be patient

In an AI-driven world, patience is a virtue of the past. The expectations of service delivery and response times have drastically changed as the norm becomes swift response times delivered from digital-first organisations.

Customers continue to prioritise convenience with the purchases they make and demand more from the organisations they are loyal to. This ‘convenience economy’ is also lucrative for businesses as customers are willing to pay a 5% premium for convenience, which rises among younger consumers.

With these customer demands, the convenience attached to a business is a point of differentiation in a competitive marketplace. However, it is not possible to provide a service at pace unless the business offering it is set up in the right way.

The important takeaway from this is speed should be the top priority for businesses. With companies across all industries increasingly adopting AI to transform the services they offer, and the experiences customers have, convenience is no longer a competitive differentiator – it is a necessity. Businesses need to get ahead of the curve to ensure they don’t lose out to competitors.

Speed as a core business value

The capacity for your business to respond quickly to emerging market conditions and offer innovation at pace doesn’t only influence the experience for customers, but is transformative to how a business operates. Promoting speed and flexibility in internal business operations can support organisations to adapt quickly to any external challenges and uncertainties faster than their competitors.

Supply chains have experienced significant unforeseen disruption in recent years, and this has caused shortages, delays, and increased costs. For companies to stay ahead in this increasingly volatile environment, they must be prepared for uncertainty and be able to adapt to deliver at a fast pace for consumers. Across uses such as inventory management, supplier analysis and demand forecasting, AI can be an effective tool in boosting speed, in both issue identification and handling possible fall out should something go wrong. We’re already starting to see new expectations being set for supply chain organisations in response to this, with 50% expected to invest in AI and advanced analytics to prepare themselves for unexpected delays and disruption.

Another area speed is invaluable to is complying with increasingly complex regulation. Around 34% of businesses globally are using AI for regulatory compliance already, and businesses need to maximise this opportunity. The ripple effects of falling behind on compliance can’t be overstated. From adjusting privacy protocols and HR policies to incorporating updated environmental guidelines, move too slowly and you could see heavy fines, legal repercussions or a tarnished reputation.

AI and automation are key to accelerate business functions

AI and automation are key to helping organisations streamline processes and innovate faster. By simplifying how a business operates and reducing time spent on repetitive work, 90% of employees report a significant boost to productivity. Further, AI and automation can help predict and manage employee’s workloads better. If provided with the right data, AI algorithms have the capacity to predict and offer recommendations on business decisions, helping to eliminate crunch periods.

Integrating AI into your business’s workflows provides flexibility, productivity, and the capacity to handle unanticipated events. Companies will be able to respond faster to changes and manage their operations better and, as AI and automation are used to remove the repetitive drudgery from people’s work, employee satisfaction will improve.

Harnessing efficiency to maximise opportunity

Investing in AI and implementing it quickly is now a business imperative. Businesses in the UK are increasingly open to using AI as the number of UK AI companies has grown by over 600% over the last 10 years.  Rapid implementation of AI not only enhances efficiency but also ensures companies can capitalise on new opportunities before other competitors do. Those who take advantage of AI will be better prepared to anticipate trends, refine the customer experience and improve their bottom line.

Operational efficiency creates a more favourable cost structure and boosts margins. Ensuring compliance mitigates risks and helps companies avoid fines and reputational harm while streamlining customer service not only lowers costs and reduces turnover but also strengthens customer retention and acquisition, driving top-line growth.

Today, more than ever, time is money.

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Business

Wearable AI: How to supercharge adoption of consumer wearable devices 

By Kevin Brundish, CEO of LionVolt 

As we look toward the future, the global wearables market is projected to reach $265.4 billion by 2026. This growth is further fuelled by advancements in AI, which promise to enhance the functionality and performance of wearable devices. For instance, in the healthcare industry, artificial intelligence (AI) may use the massive volumes of data gathered by wearables to communicate with patients and offer precise diagnosis, advice and support.

Despite the remarkable features and capabilities of modern wearable devices, battery life remains a significant challenge. Most smartwatches, for example, still struggle to last a full 24 hours, making it difficult for users to monitor sleep patterns and daily activities continuously without frequent recharging. With the use of AI and applications that demand increasing amounts of data, this limitation prevents wearables from becoming fully integrated tools in our daily lives.

Advances in battery technology are looking to address this issue. At LionVolt we are working on a 3D lithium-metal anode technology which helps to significantly enhance lithium-ion battery performance.

Smaller Batteries, Same Energy 

The most significant advantage of lithium-metal anode batteries is their ability to provide the same energy from a smaller size battery. This gives designers greater freedom and opens new possibilities for wearable technology by enabling the miniaturisation of existing wearable designs. In addition, lithium-metal anodes may allow manufacturers to lower overall prices by moving away from costly cathode materials they use now, to cathode materials being used in automotive industry, where there is a cost advantage through economies of scale. 

Higher Energy Density and Faster Charging Times 

When we compare conventional lithium-ion batteries to lithium-metal anode battery technology, the lithium-metal anode batteries have a superior energy density. For users of wearable devices, this translates to longer usage periods and fewer charging interruptions as well as faster charge times, which minimises downtime and guarantees that gadgets remain operational when needed.

Enhanced User Experience 

Fast charging periods and increased energy density which is key to longer usage periods improve wearable technology’s overall performance, enabling consumers to maximise its benefits without sacrificing dependability or quality

Lithium-metal anode powered batteries also improve wearable gadgets’ dependability and durability. Users can count on their wearables to function reliably day or night and to enable a variety of applications, such as health monitoring and exercise tracking. These batteries are made to endure the demands of regular use, guaranteeing that gadgets continue to be reliable and operational for long stretches of time. 

The use of the highest performing materials in wearables typically comes at a high cost. However, with the advancement of new technology, it becomes possible to utilize more widely available and cost-effective anodes without compromising on performance. This approach allows for the efficient operation of wearables while also offering a cost benefit, addressing the economic challenges associated with high-performance materials.

Overcoming Adoption Barriers 

One of the key reasons for the slower adoption rate of consumer wearables is the charging rate. The utility of these products can be increased, along with their consumer appeal by extending their battery life and charging timeframes. The advantages of the next generation of batteries—faster charging, longer battery life, and improved device dependability—can greatly accelerate wearables’ uptake.  

Advancing Wearable Technology 

By tackling the crucial problem of battery duration, coupled with a fast charge capability, lithium-metal anode technology would propel the wearables business forward. An emphasis on sustainability and safety guarantees that these developments help both consumers and the environment, while our smaller, more efficient batteries provide designers the freedom to develop creative new gadgets. 

Transforming the Landscape of Wearable Technology

Lithium-metal anode battery technology brings numerous benefits to the consumer wearables sector: 

  • Longer Battery Life: Wearable devices will last much longer on a single charge, addressing a significant pain point for users. 
  • Increased Monitoring Time: Faster charging means users can monitor their health and activities for extended periods without interruption. 
  • Reduced Equipment Needs: With longer battery life and faster charging, users will need fewer duplicate products to cover charging times, simplifying their tech ecosystem.

Imagine being able to monitor your heart activity and more to manage health conditions without worrying if your device has enough power? With improved battery longevity, users can rely on their wearables for consistent health insights, making it easier to identify trends and make informed lifestyle changes. This seamless integration into daily life not only promotes better health management but also empowers users to take proactive steps towards their well-being.

These enhancements not only improve the user experience but also pose the potential to increase the adoption rate of consumer wearables.

Looking Ahead: Shaping the Future of Wearable Technology 

Wearables have a bright future because of AI and cutting-edge battery technology, which will greatly enhance their usability, dependability and functionality. The next generation of batteries are revolutionising the wearables market and paving the way for a new era of technological innovation by emphasising sustainability, increased energy density, quicker charging times, and improved safety features. 

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Business

The Future of Observability: Empowering businesses through data-driven transformation

 Karthik SJ, General Manager AI, LogicMonitor

The tech industry is at the cusp of a revolution, where digital transformation has shifted from aspiration to necessity. At its heart lies observability – a critical enabler for organisations navigating the complexity of modern IT infrastructures. Observability goes beyond monitoring systems or tracking performance; it transforms vast streams of system data into actionable insights that drive real-time decisions, improve operational efficiency, and ensure business resilience. 

Observability: The foundation of digital transformation

The digital transformation journey requires businesses to adopt a more sophisticated approach to managing their IT ecosystems. As organisations scale and evolve, they rely on a growing array of technologies, from cloud services to hybrid infrastructures, microservices, and containers. Parallel to increasing complexity, is a need for more granular visibility into system performance, security, and user experience.

This is where observability becomes essential, unlike traditional monitoring which typically tracks basic metrics like uptime and system health, observability provides a much deeper understanding of how systems are functioning and why. It enables businesses to not only detect issues but also diagnose the root causes, empowering data-driven decisions that improve performance across the organisation.

Converting raw data into insightful knowledge is vital in a world where companies need to function more quickly and efficiently. Beyond simply detecting issues, observability’s power lies in its ability to help organisations foresee problems before they cause operational disruptions. This proactive strategy helps businesses maintain uptime, optimise resources, and, ultimately, deliver superior customer experiences.

The rise of AI-powered observability

As organisations grapple with increasingly complex hybrid IT environments, AI-powered observability has emerged as a cornerstone of innovation. These solutions go beyond ensuring uptime-they provide actionable intelligence that enables businesses to optimise IT operations and address challenges proactively.  With 68% of organisations leveraging AI tools for anomaly detection, root cause analysis, and real-time threat detection, the demand for advanced observability tools is surging. This trend reflects a growing recognition that these tools are no longer just a technical necessity but a strategic enabler of business success. Observability empowers enterprises to stay ahead by driving efficiency, resilience, and adaptability in an ever-evolving digital landscape. 

The path ahead: The convergence of AI and observability

As we approach 2025, businesses harnessing AI-powered observability are poised to gain a significant competitive edge over those still relying on traditional monitoring solutions. This shift is underscored by the fact that 81% of enterprises plan to boost their AI investments in the coming year focusing on predictive analytics, automation, and anomaly detection to further optimise data centers and support AI-driven innovation. The integration of AI with observability is not just about identifying problems – it’s about enabling businesses to anticipate challenges, enhance operations, and sustain a competitive edge.

For LogicMonitor, the coming year is about driving innovation in an industry that’s evolving as fast as our customers’ needs. By working closely with our clients like TopGolf and Franke, we’re helping them navigate this transformation with confidence. As observability technology becomes increasingly essential, we’re committed to empowering businesses to thrive without being held back by technological limitations.

Observability’s ever-more-important role in 2025

As 2025 approaches, observability is set to become even more integral to IT operations, compliance, and innovation. Regulations like the EU’s Digital Operational Resilience Act (DORA) which mandates robust ICT risk management and incident reporting for financial services,highlight the critical need for continuous observability throughout the development cycle. This shift will accelerate the adoption of Observability-Driven Development (ODD), a strategic approach to managing the complexities in distributed systems and microservices architectures.

The expansion of observability is driven by the increasing necessity to monitor applications, infrastructure, and services across diverse and dynamic environments while staying resilient and improving customer experience. As data volumes grow, organisations will face increased scrutiny over observability spending, making it even more crucial that they align with regulation to enhance operational resilience and compliance. AI-powered observability systems will continuously learn from new data, user feedback, and past incidents, allowing them to improve over time and become more accurate and effective at identifying anomalies, reducing noise, and pinpointing root causes.

One thing is clear as the observability landscape develops further: businesses that make investments in cutting-edge, AI-powered observability solutions will be better prepared to meet tomorrow’s problems and thrive in the rapidly shifting digital economy.

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