Findings highlight strategies to drive AI adoption and reshape customer perceptions in insurance

NEW YORK, April 29, 2025 /PRNewswire/ — Genpact (NYSE: G), a global advanced technology services and solutions company, today announced new research uncovering uncertainty around AI adoption within the insurance industry – offering insurers insights to help turn customer skepticism into confidence and preference.

The study reveals that a majority (55%) of US adult respondents feel neutral about their insurance companies using AI, and 25% view it negatively. However, when AI delivers tangible benefits – such as faster and more accurate claims processing, customized quotes, and improved customer service – customer acceptance increases significantly. The findings emphasize an opportunity for insurers to shift perception and build preference and trust with their customers.

“As insurers embrace AI to enhance operations or customer experience, they must ensure that every interaction – whether human-led or AI-powered – meets or exceeds customer expectations,” said Adil Ilyas, Global Business Leader for Insurance at Genpact. “This research highlights AI’s potential to transform insurance, but also the need for insurers to close experience gaps and communicate transparently to build trust and loyalty.”

From indifference to preference: the AI opportunity
The research highlights a complex landscape: while many insurance customers remain uncertain about AI, they are open to innovation when the benefits are clear. Among respondents, 46% support AI adoption if it speeds up the claims process, and 29% are more likely to choose an insurer that offers automated and digital interactions.

This shift in sentiment is especially pronounced among younger generations. Millennials and Gen Z are more likely than Baby Boomers and Gen X to choose an insurer using AI to improve services, including policy quote generation (32% vs. 12%), claims processing (28% vs. 9%), and customer service (27% vs. 10%). This generational divide highlights a growing expectation for faster, more efficient AI-enabled insurance experiences.

Driving value with AI: speed, precision, and a human touch
As digital innovation continues to accelerate, policyholders increasingly expect seamless, personalized interactions. The research uncovers areas that are ripe for AI-driven transformation. Only 50% of respondents currently trust their insurer to provide accurate, tailored quotes, and 48% have struggled with the claims process. AI offers a path forward by automating and streamlining underwriting and claims processing, improving the personalization of new policy quotes and enhancing the accuracy and speed of claims resolutions.

Still, customers aren’t ready to forgo human connection. While 59% of respondents expect 24/7 live customer support, especially during times of crisis, just 10% are comfortable relying solely on AI-powered chatbots. To build customer confidence, insurers must show how AI enhances speed and personalization – while keeping a human in the loop. AI can be a tool for augmenting employees in their roles, automating repetitive, high-volume tasks so they can focus on driving value and improving customer service interactions.

“The integration of AI in insurance is more than a technological shift – it’s a revolution in customer experience,” Ilyas added. “Insurers must align AI strategies with their business goals and customer expectations. Genpact helps insurers harness AI to achieve speed and precision while keeping the human touch central to every interaction.”

Genpact is uniquely positioned to partner with insurers on their AI journeys, offering a blend of deep industry expertise, operational excellence, and advanced technology capabilities. By enabling insurers to unlock the full potential of AI, Genpact drives transformative outcomes and positions its clients for sustained success in a competitive landscape.

See more about Genpact’s work across the insurance industry.

Survey Methodology
This online survey was commissioned by Genpact and conducted by Dynata, a global market research firm, in December 2024. It surveyed 1,000 US adults aged 25 and older to assess perceptions of AI adoption in the insurance industry.

About Genpact
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today.

Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. 

MEDIA CONTACT:
Geraldine Lim
Genpact Media Relations
+1-951-318-3494
geraldine.lim@genpact.com 

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SOURCE Genpact

47% report fragmented knowledge remains biggest obstacle to productivity, as frustrated employees say they waste hours daily searching for needed information

MONTREAL, LONDON and NEW YORK, April 29, 2025 /CNW/ – Coveo (TSX: CVO), the leader in AI-Relevance, delivering best-in-class AI-search and generative experiences that maximize business outcomes at every point-of-experience, today announced its fifth annual EX Relevance Report, “The Search for Relevance: Can AI Connect Employees to What Matters?” To explore the critical trends shaping today’s employee experiences, Coveo partnered with Arlington Research to survey 4,000 U.S. and U.K. adults who work at companies with 5000+ employees, surfacing the growing frustration with disconnected workplace tools, the importance of effective AI search, and the positive impact that accurate generative AI can have on employee proficiency.

The report sheds light on how inefficient tools leave employees feeling overwhelmed, costing them an average of three hours daily searching for information. With nearly half (49%) also experiencing AI hallucinations, the need for reliable, contextually grounded AI tools is clear. There is an opportunity for enterprises to easily address these issues by adopting smarter, more tailored solutions, like unified digital workplaces and AI-powered knowledge discovery tools.

“Employees are empowered by the potential of advanced tools and intelligent solutions that can boost their productivity and well-being,” said John Grosshans, COO at Coveo. “In an age where artificial intelligence is more accessible than ever, it’s essential to harness this potential to ensure employees can leverage it to its fullest. Relevance is key: employees need timely, tailored information through the channels they prefer. This report highlights how AI-search, unified knowledge platforms, and generative AI tools that are grounded in user context can help employees quickly find what they need, enhancing efficiency and creating a more seamless, rewarding work experience.”

Key findings include:

Disconnected tools are fueling employee burnout: 47% of employees feel burned out or frustrated when they don’t have the right tools or information to achieve success in their roles, up 12% from last year. In addition, 47% cited that the information they need is stored across multiple applications, which continues to be the largest hurdle for employees year-over-year.

Excessive search times and irrelevant results cripple productivity, especially for Gen Z and Millennials: Employees report wasting an average of three hours per day searching for information, and say 42% of the information they sift through is irrelevant to their role. Younger demographics like Gen Z (30%) and Millennials (29%) reported higher search times. On average, employees search four different data sources to find information to do their jobs effectively. Compounding the problem, 25% of employees don’t even know where to begin their search, highlighting potential gaps in employee training.

GenAI investment stretches throughout the enterprise: While customer self-service remained the top application for generative AI exploration at 34%, numerous other use cases were noted: knowledge management (28%), employee productivity (26%), and self-service for data and analytics (26%) rounding out the top four. And 42% of respondents agree that their company has invested in GenAI tech and training to help them do their job better.

The full report is now available for download.

Read more about Coveo AI for workplace https://www.coveo.com/en/solutions/digital-workplace

About Coveo

Coveo brings superior AI-Relevance to every point-of-experience, transforming how enterprises connect with their customers and employees to maximize business outcomes.

Relevance is about moving from persona to person, the degree to which the enterprise-wide content, products, recommendations, and advice presented to a person online aligns easily with their context, needs, preferences, behavior and intent, setting the competitive experience gold standard. Every person’s journey is unique, and only AI can solve the complexity of tailoring experiences across massive, diverse audiences and large volumes and variety of content and products.

Our Coveo AI-Relevance Platform™ ️enables enterprises to deliver hyper-personalization at every point-of-experience, unifying all their data securely, with the highest level of contextual and prescriptive accuracy while simultaneously optimizing business outcomes.

Coveo brings AI-Relevance to the digital experiences of many of the world’s premier and most innovative brands, serving millions of people across billions of interactions.

What we believe is bold: Digital is table stakes, Relevance is not. It’s the only way to win in the digital age.

The Coveo AI-Relevance Platform™ is ISO 27001 and ISO 27018 certified, SOC2 compliant, HIPAA compatible, with a 99.999% SLA available. We are a Salesforce ISV Partner, an SAP EndorsedⓇ App, AWS ISV Accelerate Program member, an Adobe Gold Partner, MACH Alliance member, Optimizely Partner, Shopify Partner, and a Genesys AppFoundryⓇ ISV Partner.Coveo is a trademark of Coveo Solutions Inc.

Stay up to date on the latest Coveo news and content by subscribing to the Coveo blog, and following Coveo on LinkedIn and YouTube.

Forward-Looking Information

This press release contains “forward-looking information” and “forward-looking statements” within the meaning of applicable securities laws (collectively, “forward-looking information”). This forward-looking information is identified by the use of terms and phrases such as “may”, “would”, “should”, “could”, “might”, “will”, “achieve”, “occur”, “expect”, “intend”, “estimate”, “anticipate”, “plan”, “foresee”, “believe”, “continue”, “target”, “opportunity”, “strategy”, “scheduled”, “outlook”, “forecast”, “projection”, or “prospect”, the negative of these terms and similar terminology, including references to assumptions, although not all forward-looking information contains these terms and phrases. In addition, any statements that refer to expectations, intentions, projections, or other characterizations of future events or circumstances contain forward-looking information. Statements containing forward-looking information are not historical facts but instead represent management’s expectations, estimates, and projections regarding future events or circumstances.

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SOURCE Coveo Solutions Inc.

Now available on iOS and Android, Level One helps newly diagnosed Type 1 Diabetics and their caregivers master insulin management in hours instead of months.

CHICAGO, April 29, 2025 /PRNewswire/ — Level Ex (Powered by Relevate Health), the studio behind award-winning medical games for medical professionals, today announced the launch of Level One, a free mobile game designed to make Type 1 Diabetes (T1D) onboarding faster, easier, and less overwhelming.

The project was conceived when Level Ex CEO Sam Glassenberg’s daughter was diagnosed with T1D at age five. “The onboarding experience was brutal,” said Glassenberg. “You’re sent home with a single page of handwritten insulin ratios and instructions — and suddenly you’re responsible for injecting a potentially lethal drug into your child, multiple times a day. It took a year to understand how to manage this disease. So we fixed it. We built a game that can train your brain to do it in a matter of hours.”

Level One features stunning visuals, easy-to-learn gameplay, and neuroscience-backed design principles to teach T1D fundamentals like insulin dosing, carb counting, managing ketones, and treating highs and lows — all through simple, intuitive interactions.

The game is launching in partnership with leading diabetes organizations Beyond Type 1 and Breakthrough T1D Play, who are integrating Level One into their outreach and educational campaigns to support newly diagnosed families worldwide.

Level One is now available for free download on the Apple App Store and Google Play. Users can dive into a captivating video game that simplifies complex diabetes management skills through intuitive gameplay. It features over 60 beautifully designed levels guided by a friendly in-game nurse, built around an intuitive two-button interface and rhythm-based particle puzzles that visualize insulin, glucose, and digestion dynamics in real time. The gameplay compresses months of stressful trial-and-error into a few hours of engaging play — accessible to patients, caregivers, teachers, and healthcare professionals alike.

Download Level One on the App Store: https://apps.apple.com/us/app/level-one-a-diabetes-game/id6739605694
Learn more: https://playlevelone.com

About Level Ex (Powered by Relevate Health): Level Ex Games (powered by Relevate Health) is the world’s leading medical video game studio. Leveraging advanced game mechanics and technology to spark learning and increase clinical proficiency, Level Ex games help improve clinical outcomes, increase prescribing and adherence rates, and maximize the performance of medical professionals.

Media Contact:
levelonepress@levelex.com
https://playlevelone.com

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SOURCE Level Ex