Projects per year
Abstract
The financial and insurance sector ranks as the third-largest service sector in the European Union for investments in artificial intelligence (AI). Particularly, the non-life insurance sector is embracing AI to reshape operations in claims handling, back-office functions, and finance. This chapter delves into the contrasting logics of automation and augmentation concerning the integration of AI within the claim-handling processes of non-life insurance firms, as perceived by diverse stakeholders. To address this query, the chapter leverages AI-based process innovation and the automation-augmentation paradox, employing semi-structured interviews within three prominent Danish insurance companies. The chapter’s primary contribution lies in showcasing the automation-augmentation paradox within the service sector, notably insurance. It illustrates that the augmentation and automation paradigms are not mutually exclusive; they coexist within the same company albeit across different departments. Moreover, the chapter provides evidence of a virtuous cycle within the automation of claims management in non-life insurance companies.
Original language | English |
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Title of host publication | Handbook of Services and Artificial Intelligence |
Editors | Ada Scupola, Jon Sundbo, Lars Fuglsang, Anders Henten |
Number of pages | 14 |
Place of Publication | Cheltenham |
Publisher | Edward Elgar Publishing |
Publication date | 2024 |
Pages | 53-66 |
Chapter | 4 |
ISBN (Print) | 9781035301966 |
ISBN (Electronic) | 9781035301973 |
DOIs | |
Publication status | Published - 2024 |
Keywords
- Artificial intelligence;
- Automation
- Augmentation
- Insurance
- Services
- Claim-handling process
Projects
- 1 Finished
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Interorganizational Network on Artificial Intelligence in Services
Scupola, A. (Project manager), Fuglsang, L. (Project participant), Sundbo, J. (Project participant), Scheuer, J. D. (Project participant), Henten, A. (Project participant), Kirchner, K. (Project participant), Edwards, K. (Project participant), Bevort, F. (Project participant) & Plougmann, P. (Project participant)
01/09/2021 → 31/08/2024
Project: Research