Man with digital overlay Actual intelligence is what benefit brokers and consultants use when they discuss benefit program design with employers, or when enrollers talk with employees about their needs. (Photo: Shutterstock)

When I was a kid, I was the type who took apart clocks to figure out what made them tick. I put them back together as well (most of the time). In today’s world, figuring out what makes things tick is a bit different. Many devices have substituted digital impulses for gears and cogs. Artificial intelligence (AI) is one of those things. I have a couple of insights for benefit professionals as we consider artificial intelligence in our market.

AI is a current hot topic in our business. Insurance companies are using it as part of their call centers, both to answer simple customer inquiries and to direct calls from customers with complex issues. Artificial intelligence systems can bring up a customer’s record for the call center rep and even interpret the customer’s mood!

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