We're sunsetting PodQuest on 2025-07-28. Thank you for your support!
Export Podcast Subscriptions
cover of episode Continuous Learning With AI: Aflac’s Shelia Anderson

Continuous Learning With AI: Aflac’s Shelia Anderson

2023/5/23
logo of podcast Me, Myself, and AI

Me, Myself, and AI
AI Deep Dive AI Chapters Transcript
People
S
Sam Ransbotham
S
Shelia Anderson
Topics
Shelia Anderson: 我于2022年7月加入Aflac，担任首席信息官，负责监督Aflac美国地区的数字服务部门，并制定支持公司美国业务的技术战略。Aflac专注于补充保险，例如意外、癌症、重疾、住院和人寿保险，帮助客户弥补标准医疗保险未覆盖的意外费用。我们使用AI和机器学习来改善客户体验和简化运营，尤其是在理赔处理方面。我们已经自动化了大约46%的理赔流程，主要是一些无需额外证明的简单理赔，例如健康理赔。我们的目标是加快理赔支付，提高客户满意度和留存率。在实施AI的过程中，寻找合适的人才和控制初始投资成本是两个主要挑战。合适的工程人才需要具备好奇心、创新精神和良好的商业理解能力，能够将技术与商业机会相结合。Aflac吸引人才的优势在于其品牌、补充保险的独特领域以及服务导向的企业文化。自动化简单理赔流程释放了员工时间，使他们能够专注于更复杂、更有价值的理赔和客户服务。AI项目成功的关键在于了解业务需求，并让团队参与到整个过程中。在整个组织中培养创新思维至关重要，这有助于发现并实施改进业务运营的创新想法。我个人对工程和技术的兴趣源于对学习的热爱和父亲的建议，并强调持续学习在职业生涯中的重要性。保险业是AI和机器学习应用的理想领域，拥有巨大的发展机遇。除了偏见和伦理问题外，数据隐私也是人工智能领域需要关注的重要问题。我个人希望Aflac能够扩展AI模型，以惠及公司和客户，并在整个社会中发挥AI的积极作用。 Sam Ransbotham: 基于AI的自动化减少了人工操作，释放了更多机会。 Sherwin Khodabandeh: (无核心论点，主要参与讨论和引导话题)

Deep Dive

Chapters
Shelia Anderson discusses Aflac's use of AI and machine learning to automate claims processing, focusing on wellness claims and smaller payouts, aiming to improve customer experience and operational efficiency.

Shownotes Transcript

Shelia Anderson parlayed a love of learning into studying the emerging field of engineering when she began her undergraduate education. After gaining experience leading IT teams in the technology, airline, and insurance industries, she joined Aflac in the summer of 2022.

Shelia joins Sam and Shervin to share how using artificial intelligence and machine learning to automate the processing of somewhat routine insurance claims frees up staff members to spend more time serving customers and processing more complex, higher-value claims. She also discusses the types of skills she looks for in data science and engineering talent beyond technical capabilities, and why she believes the insurance industry offers a great opportunity for people interested in a career working with AI and machine learning. Read the episode transcript here).

*Me, Myself, and AI *is a collaborative podcast from MIT Sloan Management Review and Boston Consulting Group and is hosted by Sam Ransbotham and Shervin Khodabandeh. Our engineer is David Lishansky, and the coordinating producers are Allison Ryder and Sophie Rüdinger.

Stay in touch with us by joining our LinkedIn group, AI for Leaders at mitsmr.com/AIforLeaders) or by following Me, Myself, and AI on LinkedIn).

*NEW! For specific takeaways from this episode and guidance on how you can implement them in your own work, download our episode toolkit here).

Guest bio:

Shelia Anderson joined Aflac in July 2022 as senior vice president and CIO. She is responsible for overseeing the company’s digital services division and driving technology strategy in support of the insurer’s U.S. business. Anderson has a rich history as an executive leading the IT functions at Fortune 500 global organizations, including Liberty Mutual, USAA, HP, and Electronic Data Systems.

We encourage you to rate and review our show. Your comments may be used in Me, Myself, and AI materials.

We want to know how you feel about Me, Myself, and AI. Please take a short, two-question survey).