Generative AI has the potential to greatly improve insurance customer service by reducing the volume of inquiries representatives must handle, offering real-time feedback analysis for escalation, and personalizing communication. However, firms must ensure CSRs do not rely on GenAI to make decisions, avoiding liability risks. Leaders should identify high-impact, cost-effective use cases aligned with their organizational culture and prioritize these for pilot programs. The report emphasizes that early adopters will benefit most from GenAI, urging customer service executives to begin crafting strategic implementation plans now.

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