Process improvement

They Said Independent Agencies Were Dead. They Were Wrong. Now AI Changes the Math
Independent agencies have survived every major industry disruption by adapting, and AI may represent their biggest opportunity yet. This article explains how automating routine servicing work can increase revenue per employee, expand EBITDA and create significant enterprise value without adding headcount. For agency owners, AI isn't just another technology investment. It's a new operating model for profitable growth.
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CAT Season ISN’T The Reason to Buy Voice AI
While AI can absolutely help carriers manage surge volumes during catastrophe (CAT) events, I believe that's the weakest reason to invest. The real value comes from improving the everyday insurance operation: answering calls 24/7, accelerating FNOL, helping policyholders when they need it most, and giving employees more time to focus on complex claims. When insurers build AI for the routine interactions that happen every day of the year, they generate measurable ROI long before the next storm arrives while creating the scalable foundation needed to perform when catastrophe strikes.
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The Real AI Challenge Isn’t Innovation; It’s Responsibility
AI adoption is accelerating despite growing concerns about bias, privacy, security and accountability. Efforts to slow AI development have largely failed, shifting the conversation toward responsible AI. While definitions vary, most frameworks share a common goal: ensuring AI systems are fair, transparent, secure and subject to human oversight.
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Treat Your New AI Agent Like A New Hire, Not A Magic Wand
Many enterprise AI pilots fail not because the technology falls short, but because organizations fail to onboard AI agents the way they would a new employee. This article explores six practical steps for maximizing AI performance, from defining clear responsibilities and integrating core systems to continuous coaching and performance measurement. Find out why successful AI deployments depend as much on implementation and partnership as the technology itself.
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The Graduates Booing AI Speakers Are Right
As a CEO building AI in a highly regulated industry, I understand why graduates are skeptical of the promises surrounding AI. Their concerns about jobs, accountability and the long-term effects of automation are legitimate. But AI also has the potential to remove repetitive work and give people more time for judgment, creativity and human connection. The challenge is building it responsibly.
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The Automation Playbook for P&C Insurance Servicing: How AI Agents Are Handling Policy Servicing at Scale
Explore how AI agents are impacting policy servicing for P&C insurers by automating routine customer interactions and operational workflows at scale.
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After-Hours Insurance Calls: How AI Voice Agents Ensure Policyholders Are Never Left Waiting
AI voice agents ensure every insurance call is answered instantly: at 2 a.m., on holidays, and during catastrophe surges, not only during business hours.
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The End of Hold Times: What 24/7, AI Insurance Service Means for Customer Retention
Insurance leaders are under pressure to improve customer experience while controlling operational costs. Traditional call center models were never designed for today’s expectations. AI is changing the equation. From eliminating hold times to scaling service during surges, AI-powered insurance service is becoming a major retention and efficiency advantage.
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AI for Insurance Agents: Seven Customer Service Problems Solved
Get to know how AI can help insurance agencies improve customer service, reduce operational workload, and create more efficient, always-on support experiences.
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