In recent years, artificial intelligence services have expanded globally, reshaping how businesses operate. Many companies are embedding AI into everyday workflows to automate routine tasks, boost profitability, and stay competitive. AI is also enhancing the customer journey by offering more convenient, faster experiences at critical moments.
Recent data show that a significant portion of people incorporate AI-powered services into daily life, from ride-hailing and grocery delivery to vacation planning. Everyday objects and services often rely on AI behind the scenes, sometimes in ways we barely notice, such as movie recommendations that feel tailor‑made. This technology helps create a seamless customer experience, delivering timely responses and intuitive interactions when users need help most.
Across industries, digital transformation is viewed as a natural growth path, and the insurance sector is no exception. General digitalization, combined with artificial intelligence, is enabling insurers to build online services that may become as essential as traditional banking products in the near future.
Only a short while ago, customers often had to visit offices to resolve inquiries. Today, a growing portion of support is handled online, and the trend is toward even more online interactions. The objective is clear: shift customer service entirely to the internet and offer the same or greater convenience and speed than banking services provide.
The overarching trend in commerce is to elevate the quality of customer service and tailor it to individual needs or specific groups. In response, the company aims to make communication with customers as effortless as possible. A key initiative is to streamline the process of gathering documents for insured events. With digital confirmations for utilities, customers can approve essential steps while the insurer completes the rest on their behalf.
In recent months, decision times and claim payouts have shortened dramatically. What once took weeks now unfolds in days, and in some cases within hours. People facing difficult life circumstances receive the funds they need much more quickly, enabling them to regain stability sooner.
Beyond faster transactions, the ambition is to make interactions with the insurer as smooth as possible. The long-term goal is to move as many processes and user touchpoints online as feasible, so most issues can be resolved in minutes rather than weeks or days.
Achieving this requires ongoing revisions, improved operational feasibility, and a greater reliance on artificial intelligence for both simple and complex tasks. Digitalization and automation of many processes will play central roles, and the organization remains prepared not only to transform itself but also to influence the broader insurance landscape.