Artificial Intelligence at Progressive – Snapshot and Flo Chatbot Emerj

Progressive is one of the largest auto insurers in the US. The company has been experimenting with AI since the middle of the 2010s, with customer-facing applications that update insurance premiums based on driving habits and answer questions in a chat window. In this article, we discuss both of these AI use-cases. Emerj's AI Opportunity Landscape research in insurance shows that Progressive's Snapshot program follows a trend in which auto insurers use predictive analytics applications to determine how risky a customer or insurance applicant is: Approximately 21.6% of AI products in insurance are applications of this type. In contrast, although several of the largest insurance companies in the US have experimented with chatbots, the insurance industry hasn't prioritized chatbots the way the retail industry has, as chatbots make up only 8% of the AI products in insurance.