Ignite Insurance Systems has announced the launch of the Ignite AI Layer, a new AI-powered service for brokers.

The new tool, powered by ChatGPT creators, OpenAI, uses dynamic calls on policy data to answer customer queries within seconds, with the aim of eventually replacing less advanced chatbots and call centres.

The launch version of the AI Layer will be used by back-office broker staff to assist in answering incoming queries.

The next phase, which expected to go live within three months, will see AI responses appear within a supervised live chat service.

After iterations of user feedback have refined responses to a point of high reliability, the final iteration will be a standalone chatbot for customers to interact with directly.

Toby MacLachlan, CEO at Ignite Systems, said: “The AI revolution is coming to insurance. We’re delighted to be launching a product that makes the power of AI accessible to all brokers. This is only the start of AI’s journey in insurance and we know that being an early adopter will give significant learnings and advantages to Ignite, Verisk and all our clients present and future.”

“We’ve been using an AI chatbot for over 18 months with a -50% query-satisfaction success rate. We hope the Ignite AI Layer will increase that rate to 90%+, saving our brokers and their customers time handling queries, increasing customer satisfaction and driving proactive product development feedback loops”

The fully GDPR-compliant service will initially be available to Ignite brokers, with a standalone product for brokers on legacy software houses slated for late 2023.


For more OpenAI-related input, see the current issue of CIR Magazine, in which editor Deborah Ritchie chats to the firm's artificial intelligence tool, ChatGPT, about climate change, risk management, the recent ban on the use of the tool in some firms, and the potential risks for companies that fail to embrace AI.

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