Digitalization and modern technologies are creating new living and working environments. Many companies are already using them to speed up processes, simplify communication with customers and relieve the burden on employees in their daily work. Artificial intelligence (AI) is a big topic here. But only a few know how it is actually used. This also applies to many employees. To enable its employees to learn more about the topic, NÜRNBERGER Versicherung organized an AI week in its own innovation workshop. At five different stations, participants were able to find out what is behind the term in practical fields of application.
What is artificial intelligence? NÜRNBERGER employees were able to find out in practice.
Relevant questions were clarified at the first station: How does AI learn? How does it continue to develop? After all, artificial intelligence learns based on its experience and thus develops itself step by step. The experts also presented the biggest challenges: Because it is not yet possible for AI to recognize, process or express emotions itself. The next station dealt specifically with the topic of voice applications, which is also a field of application for AI: Both the Amazon Alexa and the Cognitoy toy are equipped with an integrated voice assistant. Both devices react to certain keywords and thus provide the desired answers to the questions or instructions that users give them. Then things got visually interesting: an interactive whiteboard was used to show how artificial intelligence recognizes simple hand-painted lettering and converts it into images.
AI in everyday working life
And how can AI be integrated into everyday working life? How can it support employees? This was demonstrated by a group of trainees from NÜRNBERGER, who developed an idea as part of a project on how customer service in a call center can be improved with the help of AI. For example, during a customer call, it can use relevant keywords to search for the right information, documents or even experts from the existing IT system and display them directly on the call center employee's screen. In future, AI could be used to provide support and help customers even faster and in a more service-oriented manner.
NÜRNBERGER employees were able to experience the topic of artificial intelligence at five stations.
AI at NÜRNBERGER - is it already in use? The fifth and final station provided the answers. NÜRNBERGER uses artificial intelligence in various areas. Using knowledge-based technology, for example, all incoming mail in the life insurance area is automatically recognized and assigned to one of 60 business processes. This means that customer requests can be forwarded quickly and accurately to the person responsible in the specialist department. The system already classifies 75% of e-mails and letters correctly and, as corrections by employees are incorporated into future recognition, it is learning more and more. The event week was framed by a competition to which all participants were invited. The aim was to find the best ideas on how AI can make NÜRNBERGER's workflows/processes even better.
