Upgrading AI proving tougher for insurers, research finds

Businesses and corporations are increasingly interested in applying artificial intelligence (AI) to their operations, but see themselves falling behind in implementing AI, according to a research survey report from Talkdesk with relevance for insurtech. Insurance has a "heightened challenge of being able to get organizational life and culture driving towards the adoption and embracing of AI," said Antonio Gonzalez, senior manager, industries and AI research at Talkdesk. Talkdesk surveyed 500 customer experience professionals from the U.S., Canada, France, Germany and the U.K., with about 7% of respondents from the financial services sector including insurance. However, according to Talkdesk, respondents still report a lack of AI professionals who can build, train and maintain AI solutions. Particularly in insurance, there is more personnel turnover, according to Ilya Filipov, director of financial services industry strategy, Talkdesk.