Gallagher Bassett says it “immediately saw several improvements” after deploying insurtech Daisee’s AI sentiment analysis tool.  

The claims manager has evaluated every personal injury call taken for a year and receives real-time data about service levels and areas of improvement.

Daisee uses machine learning to score calls to insurers on compliance and conduct. The Sydney business is a previous winner of DXC’s Invitational insurtech competition.

Gallagher Bassett COO Lionel Charmetant says the “sheer volume of calls and the complexity of evaluating [claimant] interactions pose a significant challenge for our quality assurance teams”.

The GB team manages more than 400,000 calls a year, he says. Under traditional evaluation methods, only about 1% were assessed.

Monitoring more calls with Daisee allows the company to standardise results, identify trends and provide greater insight to clients and claims agents.

“It’s affirmed that our training, development and call quality frameworks are delivering the right outcomes, and highlighted opportunities for us to improve processes,” said Mr Charmetant, who argues the case for adopting AI-enabled technology in claims operations is clear.

“The plan is that the AI sentiment analysis tool’s use will evolve ... rolling out to more parts of the organisation and offering greater insights into industry trends.”