Gartner Research

Smart Machines Provide a Platform for Insurers to Transform and Improve Customer Experiences

Published: 20 September 2016

ID: G00308354

Analyst(s): Kimberly Harris-Ferrante


Interest in smart machine technology, such as artificial intelligence, cognitive computing and the Internet of Things, continues to grow among CIOs in P&C and life insurance. Few, however, know how to best apply them to the insurance value chain or optimize their business through their use.

Table Of Contents
  • Impacts


  • Adoption of Smart Machines in Insurance

Impacts and Recommendations

  • Insurance business and IT leaders' use of smart machines to re-engineer and personalize customer-facing processes will promote customer intimacy, drive self-service and reduce servicing costs
  • As business and IT leaders in insurance leverage smart machines to support transaction efficiency, they will find they have increased speed, reduced costs and improved customer satisfaction

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