September 18, 2018 07:00
Photo : Freepik
The artificial intelligence has taken over the world of insurance. He does not spare the body builders and glaziers. However, the canadian subsidiaries of these enterprises is lagging behind compared to the adoption of this technology elsewhere in the world.
As said Sindy Houle, principal director, assurance and strategic projects at Uniban Canada, ” the artificial intelligence is exploding in all sectors of activity. This is a great opportunity that presents itself to us. In a part of the ecosystem of insurers, there is a place for glaziers to be able to support them. The insurers are seeking to improve existing processes, customer experience, retention and profitability. We have a role to play in this process. “
It is observed that the insurers are demanding greater transparency on the part of the body builders and glaziers and a better control over the process, which allows the artificial intelligence. All that to be able to better reach the customers, that their experience of the claim is enhanced.
“These tools will increase the performance level of general industry through, among other things, greater automation of some processes. Insurers have an interest to understand how works the middle to have a better control over their costs at the end. This allows them to better connect with their clients “, said Ms. Houle.
In the Uk, Belron applied artificial intelligence in many aspects of its operations, either in the management or repairs in the customer experience. To achieve this, the company launched in 2015 an international competition which aims to establish partnerships with start-ups (startups) technology.
The program Drive with Belron is an accelerator that allows three startups to test their product by being paired up with a subsidiary of Belron in different countries. The cohort 2018 program first bonobo.have of Israel, which uses artificial intelligence to analyze all of the interactions with the customers in order to improve the satisfaction of the customer and personalize the experience. There is also the british company RightIndem, which provides a platform where clients can send details of the damage to their car to begin the claims process, thus saving costs to the body shop and the insurer. Finally, the Soft Edge of Poland has developed a platform to detect and measure the damage directly from a mobile application.
“A few members of the leadership of all the countries in which Belron is present will receive a folder with 30 applications to analyze and classify. These startups are also invited to make a presentation to the president of Belron. At the end of the process, three companies were selected to test their product at Belron, ” explains Sylvie Leduc, vice-president, brand management and promise a client at Belron Canada. She adds that Belron takes a lot of learning from these startups, whose products are, at the end of two or three years, developed to serve in multiple areas of the business.
If the artificial intelligence as such is not yet used in Uniban Canada, the glazier applies the learning-by-machine and business intelligence in various operations. In particular, the company employs an application that allows you to make a comparison between purchase orders sent to suppliers, and invoices to detect discrepancies and differences and to produce a report in order to optimize the business relationships with these suppliers. “We seek out technologies that add value, whether it’s business intelligence, learning machine, or artificial intelligence,” says Sindy Houle.
She said that she was “optimistic” about the benefits that artificial intelligence will bring to Uniban Canada. Ms. Houle said that, in the end, these are the customers who will benefit from these technologies, since these will ” simplify the overall process of management of complaint “. “From our side, this will give us a better control on claims and costs, in addition to reducing the potential for error. For our partner insurers, they will benefit from more transparency and better control. “
The Canada delay
Both Sindy Houle Sylvie Leduc stated that the artificial intelligence would not happen in this country anytime soon in body builders and glaziers, but for different reasons. The first mention of the laws on the protection of data and personal information in order to justify this delay.
“The technical aspect that limits us a bit. Laws and contracts to which we are subject, we prevent the sharing of data outside of Canada. We also want to keep the data at a very high level. We need to turn to partners or canadian consultants to build tools and the factor of transmission of the data must be considered. We work internally with our development team to shape technological tools “, is developing Ms. Houle.
It also suggests that the development of this type of technology takes a lot of time. “We have built our learning tools by machine over a period of ten years. We consistently continue to make adjustments so that the results are as accurate as possible. “
It compares the experience of Uniban Canada is the learning process of a child, which starts from zero. “We must inculcate the tools of knowledge, correct answers that they give and supervise them at all times. The artificial intelligence can develop in a certain direction according to the changes we make. The “common sense” does not happen from the start. It is enough to have the right team in place to support the technology and keep close track of the data that it offers, ” Mrs. Houle.
For the moment, Belron Canada, indicates that these technologies are not at a point in the field of the glass in order to make the use. The canadian subsidiary only in the repair and replacement of glass. Ms. Leduc stresses that innovations involving artificial intelligence are rather applied in the body and damage assessment, activities that do not practice Belron Canada.
“There is a greater margin of error when assessing damage in the body in glass. When a windshield is broken, often it has a crack that it will either repair or we will replace the windshield. There is not enough to analyze to be able to justify the use of such technology in the glaziers “, she adds. Ms. Leduc noted, however, that Belron Canada uses technological applications for the appointment.