In the era of generative artificial intelligence, traditional virtual assistants, which never truly lived up to their name, are becoming outdated. The trend now is towards "copilots," and Zelros has introduced one specifically for the insurance industry that genuinely seems to fit the title.
This new tool is designed for sales agents, financial advisors, and customer service representatives. It promises to provide them with operational, context-aware assistance in servicing insurance clients. It goes beyond merely answering questions like an interactive search engine; it also utilizes available knowledge to suggest relevant actions at the right time to the user.
To do this, the copilot can access a variety of information sources, both internal and external. It dynamically combines product presentations, additional documents, client profiles, contracts, policy details, claims histories, and third-party provider data (usually through APIs). This feeds AI models that leverage Zelros's expertise in insurance to simplify tasks for users.
The goal is to give users a comprehensive understanding of the situation and clients' needs, including implicit ones, and to automatically guide them to the most appropriate responses. Implementations include suggesting the "next question" or talking points during a conversation, or sending personalized, ethically and regulatory compliant emails generated by the machine.
While it's unclear if these are strictly generative AI applications as the current trend and communication suggest, the approach is what matters. The hope is that users of the Zelros platform, including major insurance players like Crédit Agricole, MAIF, and Matmut, will adopt these new capabilities for a more tailored advisory approach.
Personally, I regret that the only deployment option considered is for insurance intermediaries, while a direct, self-service version would undoubtedly add tremendous value, especially for consumers who prefer minimal human interaction. If, as I suspect, this is due to companies' reluctance to publicly expose a system they perceive as potentially flawed, perhaps they, along with Zelros, could consider branching out into the realm of prevention.