DIG-partner Gjensidige increases customer value using AI
The insurance company Gjensidige is a strategic partner with DIG. We spoke with the company's representative for the partnership with DIG, Simen Aasen Engebretsen, about how they are currently working on the topics DIG is concerned with and how they are using the collaboration.
Simen Engebretsen is clear that Gjensidige is very much exploring how AI can enhance both the customer experience and internal processes. “We see multiple uses-cases of AI throughout our value chain and has already implemented a virtual AI-assistant for our analytics team”, he says.
He also believes that we have only seen the beginning of how AI can create new and better customer experiences, including through automated claims settlements. "AI can predict processes to a much greater extent. We can also drive better damage prevention when we can quickly recognize problems in the same local area," are other examples that Simen Aasen Engebretsen highlights.
Ethical use of AI
"We are also very concerned about the ethical use of AI. It is important for us to build trust both internally and externally with customers. Here, the collaboration with DIG is very relevant."
Gjensidige is concerned with protecting their data and cannot put all data into large language models. Which data can we share, and which can we not share? Simen Engebretsen explains that Gjensidige, as the first company in its industry, has a member of staff working exclusively on managing the use of AI, an "AI-risk officer."
The collaboration provides a good connection between business and academia
Being a strategic partner with DIG gives Gjensidige access to the latest research in the field. "It gives us the opportunity to connect academic insights with practical challenges in the business world. How is the dynamics in teams/groups affected by AI? Do they work differently? These are questions where Engebretsen says it is very relevant to have access to research from DIG. This allows us to implement AI in the best possible way. We see the synergy of connecting academia and business," he continues.
He is also concerned that Gjensidige and DIG should benefit from the collaboration. "We participate with data, use-cases, and issues. We also have solid experience working across industries. We collaborate with various companies in different industries and have experience in how to achieve collaboration and create value through such cooperation," he says, adding that these are areas where Gjensidige contributes to the collaboration with DIG.