索勒斯人工智能报告

Table of ContentsForewordExecutive SummaryKey Insights on the AI-Driven TransformationSollers AI Survey ResultsAbout the StudySollers AI Survey Results01TheImpact of AI on Competitivenessin the Insurance Market02AI-driven ProcessAutomation Overview03AI-poweredChatbots04AI support forCall Centre05AI support forOnline and Mobile Channels06AI support forInsurance Agents07AI inMarketing Automation08IntelligentDocument Processing and Data Extraction020305051016192023242527313334 09AI-drivenClaims HandlingAutomation10AI forInspectionAutomation in Claims Handling11AI-poweredInsurance Pricing12AI support forUnderwriters13AI support for ProcessingInsurance Contracts14Usage ofGen AI / LLMs15AI forSoftware Development16AI forIT Security17IT Architecture18Competence Unitsin theGovernanceof AI-driven Automation19Organizational Enablersfor AI-driven Automation20Challenges and Risksof AI-driven Automation21Lessons Learnedfrom AI-driven AutomationAbout Sollers ConsultingImprint394042444648495153565861636971 Foreword Foreword AI has become ubiquitous – accessible to everyoneand delivering benefits far beyond the domain ofa few specialized experts. As a result, today’s in-surance leaders are no longer asking if AI will trans-form the industry, but when and how. Building onour extensive experience at Sollers, we launchedthis AI survey to uncover actionable insights thatwill help insurers navigate this transformation. Behind the Curtain: A Detailed Mapping ofAI-Automation Maturity We Want to Hear from You •Business transformation & architectureredesign Wehope this report inspires new ideas forAI-driven automation within your organization.We would greatly value your feedback – what in-sights resonated most with you, and what areaswould you like us to explore in future research? True AI-driven automation can redefine an insur-er’s entire operating model — often necessitatinga complete architectural redesign. Some insurersmay be unaware of this scope or lack the exper-tise to manage such a broad transformation. We looked behind the curtain and asked respond-ents about the actual status of AI developmentat a detailed level. In total, we identified 37AI-automation use cases across various insur-ance processes and five business lines, allow-ing for a comprehensive assessment of AI adop-tion within the insurance market. Additionally,we identified 10 use cases specific to large lan-guage models (LLMs) and 6 focused on the useof AI in IT development and security. Insurerscan leverage this information for benchmarkingpurposes. Sollers’ Strategic Focus on AI Insurance Market Challenges At Sollers, AI wasn’t adopted overnight — it evolvedthrough grassroots experimentation and executivesponsorship over many years. From internal proofsof concept to client engagements, AI has becomeone of our core strategic directions and service of-ferings. This deep commitment led our strategicboard to commission this comprehensive survey. In general, every insurer is either implementing AIor exploring its potential for process automation.Yet significant hurdles remain: Piotr Kondratowicz •AI knowledge gap vs decision making AUTHOR OF THE REPORT,BUSINESS ARCHITECTAT SOLLERS CONSULTINGpiotr.kondratowicz@sollers.eu Expert Commentary & Value Add Many organizations lack a clear understanding ofAI’s capabilities and struggle to make strategicdecisions regarding AI initiatives and automationroadmaps. In such cases, companies can beginwith organization-enablement initiatives focusedon developing an AI-driven culture, providing train-ing, and offering hands-on learning opportunities. This report pairs aggregated survey data withSollers’ expert analysis. Charts alone only tellpart of the story — our commentaries providecontext, explain implications, and suggest ac-tionable next steps. Research Design Rooted in Expertise Rather than a high volume, superficial question-naire, we opted for in-depth, online or face-to-face interviews. Although this limited our sam-ple size, it allowed us to gather rich, reliable data.The survey’s structured questionnaire reflectsour AI expertise and delivers nuanced, practicalinsights. E X E C U T I V ES U M M A R Y Key Insights on the AI-DrivenTransformation Key Insights on the AI-Driven TransformationE X E C U T I V ES U M M A R Y Before presenting the detailed results oftheSollers AI Survey, we would like to provide anoverview of the key conclusions drawn from ourresearch and experience. AI’s Increasing Role in Corporate Strategy Obstacles from Legacy Architectures Forecast:5 to 10+ Years for Full Automation Strategic Perspective:Where Insurers Stand Todayand What to ExpecT All insurers have gained some experience with AI,though their levels of advancement vary. On aver-age, taking into account various areas, only 51%of our respondents have incorporated AI into theirstrategic agendas, but this is expected to be anincrea sing trend. In some cases, legacy systems and low levelsof process digitalization