Travelers、自動車保険請求の90%をAI音声で処理
TravelersはOpenAI搭載の音声アシスタントを全米規模で導入し、自動車保険の物的損害請求の85〜90%を処理している。人間のオペレーターを複雑な案件に集中させるとともに、大災害時も24時間365日の対応を確保する仕組みだ。
travelers implemented a fully autonomous voice solution built on openai’s realtime api to handle first notice of loss for auto property claims nationwide. initially piloted in eight states, the assistant now manages the full claims journey for 85-90% of customers, gathering details and answering policy questions without human intervention. the integration connects openai models directly to travelers’ internal claims infrastructure and orchestration systems to operate safely at enterprise scale. this move allows human claim professionals to focus on complex files while customers receive immediate support 24/7, even during catastrophe events that generate over 100,000 claims in days.