Sedgwick, a third-party insurance claims management provider operating in 80 countries, receives about 1.7 million pages of digital claims-related documents a day. The documents then go through an arduous vetting process by examiners who must decide whether they’re valid and how they should be handled.
In April, Sedgwick unveiled a generative artificial intelligence (genAI) tool called Sidekick to help with document summarization, data classification, and analysis. Sidekick uses OpenAI’s GPT-4, giving the company “an unlimited number of large language models to be created for varying purposes.”
In July, Sedgwick piloted the first application of the tool in its production environment, automating processes in a bid to improve employee efficiency and bolster customer satisfaction. To date, the genAI technology has combed through 14,000 documents, and has been “shockingly good” at accurately spitting out summaries.
Leah Cooper, global chief digital officer at Sedgwick, led the genAI rollout at the company and not only built a team to fine-tune the genAI applications but also worked to educate employees outside of IT. Their ideas on the potential uses for genAI has stirred new excitement at the company, she said.
Sedgwick
Leah Cooper, Sedgwick’s global chief digital officer
Cooper spoke with Computerworld about how companies can find employees best suited to work with genAI and what they should do to properly implement the technology. An edited version of that conversation follows.
How have you addressed the rollout of AI with your team? “We’re trying to wrap our heads around a digital strategy, and I keep telling them, ‘It’s OK. We’re going to baby step to a solid digital strategy.’ I have to keep reminding them to bite off small bites; you don’t have to try to eat the elephant [all at once].”
What does Sedgwick do? “We have 134 solutions, everything from workers comp and property…to employee absent leave. We, as a global company, cover so much other than just being a third-party administrator of claims, but that’s a big part of who we are. Claims go across people, property, things.
“We are the world’s largest provider of claims management. We’re the provider of technology-enabled risk benefit and integrated business solutions.
“That’s the nice way of saying we help businesses and their employees through some of the worse times of their life, and we do it with care. That’s our approach to everything we do; it’s people first.”
What is third-party claims administration? “At the end of the day, over 20,000 people call us because something negative has happened in their lives. Basically, 20,000 people a day pick up the phone and say, ‘I need help.’ How can we help facilitate claims management of this. It might be on the casualty side. It might be on the damaged property side. It might be worker’s compensation. Someone has been hurt on the job, so it might be their manager calling in to say…
2023-12-22 10:00:04
Source from www.computerworld.com rnrn