Conference Insights
As AI becomes something that no organization can live without, how much do organizations need to be thinking about tech and how much should they turn their focus to what to do with the data that comes from the latest technology?
According to CJ Cypcar of CorVel and Ashleigh Matthews from Walmart, most organizations aren’t facing a data shortage when it comes to AI, they’re facing an integration and implementation challenge.
Decisions, Decisions
When it comes to data, the importance comes down to what to do with the info.
“AI is just giving us a prettier picture,” Matthews said. “We’ve gone from Excel formulas we used to find on Google to having AI do it, but the question is still what do we do with it?”
Cypcar explained that good tech’s best value is in decision support.
“Decision support asks us what should we do right now,” she said. “Dashboards and reports plateau at certain point.”
Cypcar said that the data should provide clear answers to questions like:
(1) What deserves attention?
(2) Why care?
(3) What I should I do to drive action forward?
Embed the Intelligence
With “embedded intelligence,” AI supplements what the pros are already doing, and the data can do its work in driving decisions about claims.
“Under this idea of embedded intelligence, they can focus their expertise where it matters and makes the most impact,” Cypcar said.
Matthews added that where the expertise comes in is in spots that are uniquely human.
“Data doesn’t that a female claimant wants only a female driver,” Matthews said. “It can direct industry resources, but it can’t direct human connection.”
You have the Tech, so then What?
According to Cypcar, technology isn’t the biggest problem in the room most of the time.
“Typically, it’s not technology that organizations struggle with, it’s everything after,” she said.
One of the big “everything after” points is adoption.
“Who are you building it for, and how are you going to get adoption?” Matthews asked. “If you are creating things for adjusters to use, bring them in early.”
The adoption point holds the key to making good decisions.
“Future work comp programs will be evaluated on decision quality and speed,” Cypcar said. “It’s not going to be the most dashboards or reports, but turning complexity into clarity.”
Toward that end, Cypcar advised that organizations manage technology and data in their workflows focus on three main points:
(1) What decisions make an impact?
(2) Who are the right people?
(3) What technology?
