00:00And if you think about insurance, it's often traumatic situations.
00:04It can be an accident, it can be a flood, it can be many different things.
00:08So it's really important to start with the person that's calling in first
00:12and take the starting point in their story and where they are right now.
00:22Empathy is very important when you're delivering service to customers
00:28because it makes you connect directly with the customer, not just from a mind perspective,
00:33but really also from the heart.
00:35AI is an important tool in many ways and we use it when we look at how we communicate.
00:41And in changing how we communicate so we're easier to understand,
00:45we're trying to kill off this special insurance language that we sometimes speak in insurance.
00:51By helping our employees to understand how they can communicate in a simple,
00:57easy to understand matter that demonstrates we care for the customer first and foremost.
01:03So to translate all of those dialogues and papers, we use AI to make that process easier
01:09because you can imagine it's thousands of documents we need to change.
01:12And AI in that process is very helpful.
01:15But there's the big debate about whether AI can deliver empathy.
01:19So we've started with actually delivering empathy through the human connection to begin with.
01:24And then we'll see as AI evolves whether it really can deliver empathy.
01:30But for us, it will start with a human contact.
01:33So we have two sets of training.
01:35We have an online training that employees can take in their own time.
01:39And then on top of that, we also actually collaborate with departments.
01:43It can be a claims department or customer service department,
01:47where we go in and we do a diagnostic analysis of the situation in that department.
01:54And then we play back these scenarios for them using actors to play out various situations,
02:01like the before and after of a certain situation.
02:04And that way, the employees can connect directly with the subject matter
02:09without feeling embarrassed about being on display themselves.
02:13But they can relate to these stories because they were based on stories they know themselves
02:17from their own department.
02:19And they can see what good looks like.
02:21And then I think in all of us humans, we do want to do the right thing.
02:25We do want to do the stronger impact on our customers as we can.
02:30We just need to be taught how to.
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