this post was submitted on 23 Apr 2024
361 points (100.0% liked)
196
16503 readers
1979 users here now
Be sure to follow the rule before you head out.
Rule: You must post before you leave.
founded 1 year ago
MODERATORS
you are viewing a single comment's thread
view the rest of the comments
view the rest of the comments
Yeah, my understanding is that they're integrated right now, with drive-thru attendants jumping in when the AI fails. That's why I think the tech won't actually change things fundamentally for the industry; if someone that has to be able to drop what they're doing and jump on the intercom at a moments notice, it's not like that job can be eliminated. When self-checkout lanes were introduced, people thought they would take over super markets and eliminate hundreds of jobs, but very few companies fully committed to them, and they've become a supplement, not a substitute.
What you're describing with claim emails seems much more feasible than replacing real-time human interactions, but I wonder how many companies would prefer to have AI parse through emails. It seems like that would be more efficient and accurate (at least for the company) to just force customers to manually enter their claim details into an online portal, and call me cynical, but I can't see insurance companies being all that motivated to make filing claims easier and faster for consumers. I bet that kind of tech would be very desirable in sales though, where a customer could just send an email and receive an AI generated quote.
I don’t think it’s necessarily about replacing employees, at least initially. You’ll still have a cashier who would likely serve the role you described. But instead of getting to the speaker and having somebody say “please hold” while they’re taking cash, the AI will start the order and get it right most of the time.
For the insurance example, not every insurance company has a portal. Many types of insurance are too unique to warrant building a portal. But parsing an email rather than building a front facing user interface is so much cheaper and easier. I just used this example cause I’m familiar with a similar project…
Oh, interesting, I didn't consider that it could actually be cheaper than building an user-intake system, but that makes sense. I'm not sure how much more efficient AI will make the drive-thru experience though; it will free up a cashier a bit, but generally cashiers are already doing something else when they're not busy, and when they are busy most of the slowdown is on food prep, not ordering. I know McDonald's is experimenting with fully automated kitchen, so maybe that's around the corner, but that's a whole other can of worms in terms of quality and safety.