Paul the Insurer 9: AI Condemned by a Harassed Journalist

The introduction of artificial intelligence (AI) does not always go smoothly. While many insurers are relying on new technologies to simplify processes, a recent example from journalism shows how quickly this can backfire.

In the latest episode of Paul the Insurer, host Paul tells the story of an overwhelmed journalist and what insurers can learn from it.

A journalist in the digital “Dante’s Inferno”

Paul came across an unusually angry editorial in the morning newspaper: A journalist railed passionately against AI bots. The reason was as banal as it was revealing: her employer had decided to use an AI tool to automatically summarize the editorial team’s daily email traffic.

The idea was well-intentioned – after all, it’s easy to lose track of things in the hectic day-to-day running of an editorial office. But the plan failed due to the reality of human habits: Many employees only read emails superficially anyway, or not at all once they know the sender or the first few words. The AI, on the other hand, did what it was supposed to do: it summarized each message precisely and completely.

The result: a flood of information in condensed form. Apparently a digital nightmare for the journalist, which culminated in a polemical comment.

Technology is not the problem

“Who is actually to blame here?” asks Paul in the podcast. His answer: Neither the AI nor the journalist. The real problem lies in the way new technologies are introduced. All too often, companies jump on the AI bandwagon just to be able to say they are “up-to-date” without thinking through the practical implementation sufficiently.

Paul emphasizes that AI tools shine where they save time and effort. For example, when it comes to extensive internet research or compact summaries of complex issues. However, they need to be integrated into work processes in a meaningful way and not simply added on top.

Pavel: The helpful insurance messenger

Paul the Insurer has been using its own chatbot called Pavel for some time now. He specifically searches for concise answers to specialist questions, particularly on insurance professions and technological trends in the industry. Its strength: a large database of insurance and reinsurance expertise built up over many years.

Pavel does not impose, does not violate privacy and does not take on human tasks. He provides targeted support where efficiency gains are realistic.

The right approach counts

While the journalist struggles with the new technology in her “Dante’s Inferno”, Paul and his team see the sunny side of AI. The decisive factor is not whether AI is used, but how.

If you integrate artificial intelligence cleverly, you can simplify work processes, make knowledge more accessible and increase efficiency without overburdening employees. For the insurance industry, this is a key lesson on the road to a digitalized future.

Binci Heeb

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Listen and read also: Paul the Insurer 8: Robots everywhere – How robots are shaking up the insurance industry