GenAI for change

Using artificial intelligence to shape change in insurance

Change management for artificial intelligence in the insurance business

2000 years ago, the Greek philosopher Heraclitus said: "Nothing is more constant than change".

But that is no longer true. Change is no longer constant. Change is changing. It is accelerating. Insurance companies are also facing the challenge of keeping pace with rapid change. The rapid development of artificial intelligence (AI) is driving this change.

Customer expectations are rising with the new technological possibilities in all areas of life. Policyholders are familiar with digital services from mail order companies, entertainment providers and smart homes. AI is now being used to make processes in insurance companies more efficient as quickly as possible in order to remain competitive in the long term and meet customer needs.

In the midst of all the technology and insurance business, it is important not to forget the people in the business: the profound changes brought about by AI require comprehensive change management. But this is not so easy at this speed.

Artificial intelligence for successful change management

The good news is that AI is not only the cause of faster change, it can also help manage it.

Change management takes place in the five phases of change, according to Jeff Hiatt's ADKAR model.

Awareness

The first phase is to raise awareness of the upcoming changes and ensure that all employees understand the reasons for and benefits of the change.
Desire

The focus here is on motivating employees. The aim is to address fears and concerns and to encourage personal commitment to change.
Knowledge

This phase involves imparting the knowledge needed to support the change. Employees develop new skills to master the challenges that arise.
Ability

This phase ensures that employees can apply their new skills in practice. The aim is to enable them to successfully implement the changes through training and practical exercises.
Reinforcement

The final phase focuses on anchoring the changes in the daily work routine. It is ensured that the new processes and behaviours are maintained in the long term and continuously improved.

Knowledge Agent

Do your employees have questions about the new sales processes or the new broker system? An intelligent knowledge agent offers round-the-clock support and answers all employee questions. It is a chatbot with an integrated knowledge database. This enables it to answer questions in a specialised manner based on this database. This relieves your change team and ensures that your employees are well informed at all times. The knowledge agent not only accelerates the learning process for employees, but also helps to increase their acceptance.

Sentiment analysis

The AI-based sentiment analysis enables the rapid evaluation of feedback from free text fields, such as from digital surveys or website comments. For example, when a new application process is introduced in the back office, this method can be used to collect and consider feedback quickly. This way, employees feel heard, the change team can respond to the many comments in a timely manner and continuously improve the new application process and the associated communication.

Company GPT

Tools such as ChatGPT and Midjourney can provide the change team with significant support in their communication work. However, since freely available tools are often not compliant, it makes sense to set up a customised company GPT. This ensures that all VAIT and DORA requirements are met and that the BaFin is also satisfied. In addition to change management, other departments within the company also benefit from a company GPT.

How does adesso do this and what is the result for your company?

Our approach starts with an Interaction Room workshop to identify your specific change needs. For example, we might start with a specific division or a new claims management process. Together, we develop a roadmap for implementing GenAI solutions in your change management. This ensures that all solutions are tailored to your needs and offer maximum efficiency.

Your change management will thus lead to a faster and smoother transformation that will both reduce costs and increase employee satisfaction.

After implementation, we will continue to support you in making ongoing improvements and ensuring that you always benefit from the latest developments. This will ensure sustainable success and long-term competitiveness.

Why adesso?

adesso is your reliable partner for digital transformation. We are not only a technological leader, but also understand how important people are in change management.
Benefit from our in-depth industry expertise in the insurance sector and our methodological expertise.
We support you in effectively integrating GenAI into your processes and achieving sustainable results. We accompany your change management: from the idea to the planning to the most important milestones and beyond the finish line.
Together, we will shape a successful and future-proof transformation of your company.

Our offer

adesso supports you in the introduction of new technologies such as GenAI and in the accompanying change management. You can also count on us for change through artificial intelligence. Our Interaction Room Workshop helps you to plan your specific GenAI change project. The objectives are:

identify your specific change requirements,
identify customised AI solutions for your application,
develop a concrete project roadmap,
to carry out a precise cost estimate and
to create a common understanding of all project participants regarding aspects critical to success.

Benefit from our expertise and decades of experience in software development and change management.

Your employees deserve empathetic support during the change process. Take the first step now and request our Interaction Room workshop.

Do you have any questions?

There is no website or brochure which can replace a personal meeting to talk about your goals and topics. We are looking forward to an appointment on site.