In an environment where customer expectations are rapidly evolving, the life insurance industry faces a key challenge: how to integrate Artificial Intelligence (AI) while preserving Emotional Intelligence (EI) at the heart of interactions. Imagine a wealthy customer, about to invest several million, greeted by a chatbot. Such an experience could engender frustration and mistrust.
AI offers significant opportunities to automate processes, improve risk analysis and optimize operational efficiency. However, in areas as sensitive as family protection or estate planning, the human aspect remains paramount. Trust and empathy are key elements that strengthen the customer relationship.
Florent Albert, Managing Director Europe & Group CFO at Lombard International Assurance, stresses that the future of life insurance lies in a synergy between AI and IE. By combining technological innovation with a human-centered approach, we can offer a service that combines performance and relational quality.
To explore this strategic approach further, check out the full Lombard International article here.
This post was translated from the original French.