Generali Group’s Europ Assistance has added an artificial intelligence (AI) tool to its eClaims portal that will automate document analysis to improve customers’ experience when submitting a claim.
The Travel intelligent Document System (TiDS), a machine-learning program, is fully integrated with the customer-facing eClaims portal and Europ Assistance‘s claims management system.
Based on a specialised algorithm, the tool will learn to analyse submitted documents and will be able to identify the type of document, detect the language, and extract key variables, among other actions.
The tool will then provide customers with immediate notification if their documents have been properly uploaded and are readable.
For Europ Assistance, this new AI solution will steer the focus of claim handlers on client service, handling the more nuanced and complicated aspects of the process.
Europ Assistance believes “this machine learning will significantly increase the efficiency of the claims review process, benefitting our customers with a smoother and faster process”.
The tool has been launched within Europ Assistance’s Global Competency Center, which processes claims from the UK and other European jurisdictions.
Antoine Parisi, chief executive officer of Europ Assistance, said: “The use of this innovative technology will improve our customers’ experience. We pride ourselves in being easy to work with and TiDS really helps us explain what we mean by that.”