The Travelers Companies, Inc. has announced the launch of its AI Claim Assistant, a new solution developed using OpenAI model capabilities and APIs.
Described as an industry-leading solution, this fully agentic intelligent voice service uses advanced language and speech recognition technologies to handle customer claim calls.
This capability is initially being used with customers who are calling to file an auto damage claim and will expand to additional lines of business and a broader set of claim interactions over time.
The launch is a reflection of Travelers’ commitment to disciplined innovation, the company noted, as well as its strategy to combine advanced analytics, AI, and human expertise to create a more efficient process, ultimately delivering superior outcomes for its customers.
“The technology behind our AI Claim Assistant is remarkably dynamic and responsive, and early customer feedback has been overwhelmingly positive,” said Nick Seminara, Executive Vice President and Chief Claim Officer at Travelers. “This innovative service provides our customers with a claim filing experience that’s convenient, efficient and effective.”
According to Travelers, the company chose OpenAI’s models and Realtime API because they demonstrated enterprise-grade security, rigor, and reliability.
This selection followed comprehensive testing and benchmarking to guarantee the deployment of the most robust technology at scale.
“Travelers has built one of the most sophisticated agentic voice implementations capable of consulting, advising and supporting customers through the full complexity of a claim conversation,” said Olivier Godement, Head of Platform Product at OpenAI. “We’re thrilled to support Travelers as they expand their platform and services with AI-powered experiences like these.”
AI Claim Assistant offers the same natural friendly, comprehensive service of a live agent, Travelers highlights, guiding customers from consultation to claim submission.
It provides policy information, answers questions, aids informed filing decisions, and customises updates to keep customers updated throughout the process.
Additionally, customers can then digitally upload photos, initiate appraisals, schedule repairs, reserve rental cars, and manage other tasks.
“This streamlined service accelerates claim initiation while allowing Claim professionals to focus on resolutions. Customers can speak with a live specialist at any point. Call centre employees are being trained and repositioned to more strategic roles in a deliberate upskilling program that Travelers plans to continue as technology evolves,” Travelers stated.
