ALLSTATE EMBRACES THE ‘COGNITIVE ERA
Whatever the sector, all industries are facing disruption by digital technologies and
business models. This is presenting significant threats and opportunities for the
technology and insurance industry. Allstate Northern Ireland Senior Manager, Kathryn Harkin, shares how Allstate is embracing these opportunities to leverage the latest cognitive approaches in Artificial Intelligence (AI) and Machine Learning (ML) here in the North West.
“To maximise the opportunities big data provides, Allstate has created the new Allstate NI Cognitive Automation Incubator team to use ML technologies, transforming this data to provide meaningful insights. “ACAI, pronounced Ak-I, is Allstate Northern Ireland’s Cognitive Automation Incubator. It’s an immersive learning environment across a number of related disciplines, including Robotic Process Automation, Chatbots and Machine Learning. The initial focus will be on building up these much sought-after skills.
“ACAI will enable research in cognitive analytics and emerging technologies, running of proof of concepts, as well as incubating and developing prototypes to create innovative solutions for Allstate.
“Resources will stay in the ACAI environment for approximately 12-18 months working on real business problems before graduating. These teams will then lead the way in building a
community of citizen data scientists, expanding the influence of data science and analytics across the Allstate organisation.
“At a time of the 4th industrial revolution, the cognitive era isn’t about machines replacing humans. Automation will allow Allstate to introduce efficiencies and reduce repetitive, manual tasks currently done by our people.“An example of this is improving call centre efficiencies with the use of a Chabot interface using natural language processing. This will free up call centre staff for higher-value, more complex interaction.
“Using Machine Learning techniques to gain better insights from Allstate’s vast data reservoirs will ensure we make better data based decisions, focus on customer needs, offer personalised products, reduce claim time and improve the overall insurance experience,” concludes Kathryn.