Agentic AI that can “think” and act independently is already changing customer service in insurance by enabling real-time decision-making alongside human agents, analytics group GlobalData says.

Oversight remains essential because customers and insurers want a human presence to ensure accuracy, accountability and trust in service delivery, it adds.

A survey via GlobalData’s Verdict media site found 64% of 97 respondents believe agentic AI will have a supportive role, with humans in the background; 18% say it will replace humans.

The group’s 2024 Emerging Trends in Insurance Survey, with 5500 respondents, found consumers are more comfortable using AI if they can speak to a human when required.

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