What's new with AI and Automation in Insurance in 2024 - Eoin O’Reilly, Chubb

In this episode of Bitz About Botz, Paula Carneiro Cox interviewed Eoin O’Reilly, Global Head of Digital Operations & Customer Experience at Chubb, an American Insurance Company. They start off by discussing how automation has changed over the years and how the focus remains on the customers, no matter what.
Eoin, who has multiple years of experience in initiating Intelligent Automation programs, talks about the considerations while approaching a digital transformation initiative.
He highlights the need to:
• Get sponsorship from leadership and all stakeholders
• Understand the Intelligent Automation Technology you will be using
• Be clear on the goal outcomes of the program
• Get the nuts and bolts in place
He mentions that during the inception of one of his own automation program, he brought all departments into one room and explained what the technology was and what they were looking to achieve. Stakeholder alignment is of the utmost importance.
Paula and Eoin then jump into the next topic of expectations vs reality of Intelligent Automation. Automation is an iterative process. There are easy wins available in areas like Finance and Accounting Automation(wonderbotz.com/automation-sol..., and CRM management. But mature programs often hit a crossroads where doubling down on your investment is necessary to reach end-to-end automation. They dig into how to deliver value to business units while maintaining budget to expand the program and “upskill your botz” over time.
Paula and Eoin also talk about the results from Intelligent Automation and how people are first to blame a bot for something that goes wrong. Stress testing legacy systems for the increased efficiency and load, regression testing, and performance testing are all critical steps to creating a seamless user experience for business users.
Eoin shares his predictions on the future of AI and automation in the insurance industry. He expects that the focus on data governance will require private GPT solutions. As the initial costs can be high, he recommends finding partners with prebuilt solutions that can be enhanced with GenAI capabilities. Balancing the robot efficiency with human contribution will always be key in Intelligent Automation success.
Time Stamp:
0:00- Episode Highlights
1:06- Introduction of our guest
2:23- Evolution of Automation
3:45- Digital Transformation Considerations
7:05- Expectations vs Reality of Intelligent Automation
11:22- Funding dynamics and delivering value
23:15- Future Outlook: AI and Automation in Insurance
Eoin' LinkedIn- / eoin-o-reilly
Chubb's Website- www.chubb.com/
Find us here:
Website: Powering Intelligent Automation for smarter business outcomes (wonderbotz.com/)
LinkedIn: / wonderbotz
Twitter: / wonderbotz
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