How AI, Advanced Computing, and Digital Workers Will Transform 2025

A: There are four areas of technology that are top of mind for me, and I believe when combined, they will accelerate and transform the way work happens in the insurance and financial services industry. 

The first area is the obvious one: artificial intelligence (AI), specifically generative AI. This year, I expect to see the use of AI agents explode. These agents, which are essentially software programs that utilize generative AI, will not only create content but also take action on processes, products and services. Imagine an AI that can handle simple customer service inquiries, process claims that an associate oversees, or even manage repetitive projects autonomously, freeing up people to work on more important tasks. 

A: The second area is the connected world, driven by the vast amount of sensor data now available. This data feeds into our processes, enabling us to create personalized customer solutions, underwrite products more effectively and manage risks better for our customers. The potential here is incredible, from tailoring insurance policies to predicting maintenance needs for our business customers so that they can prevent unexpected expenses. 

A: The third area is advanced computing, which is evolving rapidly. In January, the U.S. chipmaker Nvidia, which is the world’s dominant supplier of the microchips used for AI, announced at the Consumer Electronics Show the creation of agent-specific chipsets. These chipsets are designed for specific tasks, such as customer service support, and represent a significant leap forward in computing power and efficiency. 

A: The fourth area is the concept of digital workers. At the same Consumer Electronics Show, Huang discussed how digital workers will be created to handle repetitive or low-skill tasks. I think this is spot on. Humans will oversee it all and then manage AI to perform tasks just like human employees, from processing claims to providing immersive customer experiences. 

A: When you consider these four areas, the opportunities are immense. We can drive operational excellence by providing more personalized advice and enabling faster, more accurate outcomes. The data streams from a connected world will allow us to offer hyper-personalized policies and predictive maintenance as part of our services. For example, a business-owner policy could include maintenance suggestions that reduce the risk of lawsuits and downtime. 

A: Advanced computing will revolutionize risk modeling, portfolio optimization and fraud detection. We’ll be able to run simulations and detect fraud in ways that are currently impossible. As for digital workers, they will handle tasks like simple claims processing. I see a future where every associate will have a team of digital workers assisting them, even with tasks like underwriting prep, coding software and analyzing financial documents.  

A: One of the biggest challenges is inertia. Even with the smartest team there can be change management challenges. For example, getting people to consider using AI first instead of doing tasks themselves is a hurdle. There’s an organizational inertia we need to overcome, as people tend to stick to the way they’ve always done things instead of adopting new tools that can help them work faster. 

A: I would say we’re in junior high, which is a good place because it puts us among the leaders in our industry. Like Junior High, it all feels awkward. We are still learning how to use AI and some people have grown more than others in their ability to use the technology.  There are very few organizations that have moved beyond this stage. I’m focused on accelerating our efforts this year. 

A: Going too slow and being too reserved about our approach. I think we get lulled into a sense of comfort, thinking we’re making progress, but not realizing how quickly the landscape is changing.  

A: I don’t know the answer to that question. I believe we’re probably still five-to-six years away from significant impact, but we need to start making small investments now. Staying educated and close to what larger companies are doing will ensure we’re ready to adopt and adapt when quantum computing reaches a level of stability. 

A: These four areas—AI, the connected world, advanced computing, and digital workers—are set to transform our industry. With this technology’s help, we will be able to operate with unprecedented precision and efficiency, ultimately benefiting our customers and our business. However, we must address the challenges of data readiness and workforce adaptation to fully realize these benefits.