AI can be a powerful tool but it can be problematic if not carefully used. Here's a disgruntled policy holder posting on social media and it appears a bot chimes and apologized for the wrong thing. See the comments for bot response. I am now thinking about automation and social media detection in a different way. "How do we use this tech to positively impact customers instead of just increasing the impact?" Automation impact multiplies the effect, both positively and negatively.
Meeting global corporations where they are at the crossroad of commerce and compliance.
Oh State Farm. You messed up big time. I rarely, and I mean rarely, post anything on LI but State Farm has earned this recognition. We have been State Farm customers for 45 years. We have raised four daughters who are all adults now. They all had cars, some of them more than one. We have owned boats too. We insured them ALL with State Farm. We conservatively estimate we have spent $200,000 dollars with State Farm since our marriage in 1983. We are now empty nesters. This summer my husband’s (nice) truck was hit while parked. The driver drove off. That was in June. In September, while I was in Texas helping take care of my mother, someone hit my (very new) car in a hospital parking lot. So - two hit and runs within theee months of each other. Today I open the mail. State Farm is shaming us and suggesting that we “review their driving tips” in the same letter where they acknowledge that the claims occurred when the vehicle was parked and unoccupied. So, State Farm, thank you for following really high rate increases with a letter rubbing our nose in the fact that we had to deal with two accidents in the same year (never happened before) and suggesting that we are bad drivers even thought THE CARS WERE PARKED AND UNOCCUPIED and you know this. I will be shopping new car insurance soon. If you are in my network and want to refer someone, please do. State Farm - do better. You shouldn’t reward customer loyalty with shame. In. Writing.