该保险公司正在通过重建其核心应用程序来与为增强和加速客户体验而量身定制的下一代业务流程保持一致，从而实现云原生。
大多数公司的数字化之旅都是从将传统应用程序迁移到云开始的，其理论是，提升和转移工作负载可以提供快速入口，以充分利用云独有的服务和功能。
但家庭和汽车保险公司Allstate正在采取不同的方法。执行副总裁兼首席信息官Zulfi Jeevanjee认为，构建和调整下一代业务流程和现代IT平台的最佳方式是重新构建，因此他正在采取云优先的数字化转型方法，在此过程中倾倒所有遗留基础设施。
Jeevanjee说，结果是一个技术驱动的商业战略，“这是一件非常有力量的事情。
为了推动转型，这家总部位于伊利诺伊州诺斯布鲁克的保险公司重建了其索赔处理、销售和支持的核心应用程序，并计划彻底改革其整个业务流程组合，所有这些都旨在增强和加速客户体验。据该公司称，该公司近40%的业务流程现已数字化，提交索赔时间（客户满意度的关键衡量标准）已从43分钟减少到<>秒。
除了以数字方式重建其流程外，Allstate还有条不紊地采用了主要基于AWS的多云架构用于容器和开发，以及Google BigQuery和Vertex以及Microsoft Azure GenAI用于专门的AI工作负载。
许多公司正在采用相同的方法 – 将BigQuery和Vertex用于生成AI试点应用程序，以获得新的见解并产生更好的业务成果。例如，在谷歌最近的Next会议上，欧莱雅和Shopify宣布，他们正在人工智能试点中使用BigQuery来加速和优化业务流程。
Allstate的Jeevanjee称赞该公司的高层掌握了将其IT基础设施与新业务流程保持一致的重要性，这些业务流程必须重新架构，以最大限度地提高回报并最大限度地降低转向数字业务的风险。这一切都是通过云优先方法进行的。 数字化转型网（www.szhzxw.cn）
“它的构建和设计是为了在云上运行，”Jeevanjee说。“它不是为在本地运行而建造的。
一、重新设计理赔处理方式
在许多方面，好事达仍处于数字化之旅的开始——目前只有3%到4%的“账面”索赔是在云端处理的，许多数据仍保留在保险业通用的本地XML数据库中——尽管先进的技术和业务现代化蓝图坚如磐石，首席信息官说。
Allstate 的全球 IT 团队在北美、北爱尔兰和印度拥有员工，他们开发了基础设施和新流程，首先在 Allstate 的家乡伊利诺伊州部署了九个月，以确定客户对新数字体验的反应，然后再在田纳西州推出。Allstate预计今年将在10个州启动并运行汽车政策，19个州提供租赁保险。
“我们学到了很多关于客户对我们的反应，这就是我所说的改变我们组织的意思，”Jeevanjee 说。“快速专注于这种体验非常有助于我们尽可能提供最好的体验。”
Allstate 于 2019 年开始迁移到云，并在 Jeevanjee 于 2022 年返回公司后开始部署其精心策划的多云蓝图。 数字化转型网（www.szhzxw.cn）
随着该公司在每个州重新设计和测试其汽车和家庭保险应用程序的各个方面，它正在AWS作为核心主力重新构建它，同时将Google和Microsoft云服务用于AI等专业应用程序。
有条不紊的方法并不意味着Allstate是一个技术新手。该公司很久以前就在业务流程中部署了自动化，以消除手动步骤并加快交易速度。
事实上，该公司已经为关键应用部署了几种机器学习模型，包括索赔预测——例如确定事故中的汽车是否全损——以及更进化的本土训练机器学习模型，这些模型可以独立提出这些建议。
二、利用 AI 一代增强客户体验
Allstate还开发了一个基于ChatGPT 3.3的生成AI应用程序，非正式地称为MyStory，它大大减少了客户在事故或事件发生后报告索赔的时间。客户不是一遍又一遍地向各种职员和理算员讲述事故，而是将事件叙述一次，然后将其汇总在文件中并交付给所有必要的各方。 数字化转型网（www.szhzxw.cn）
当人类代表打电话给客户时，他们会充分了解情况并准备好进入下一阶段。Jeevanjee 说：“我们在最重要的时候让人们参与其中，”他指出，流程中的这一重要变化大大提高了客户满意度。
Gartner杰出副总裁兼分析师Arun Chandrasekaran表示，他看到金融服务和其他保险公司以及技术，媒体和娱乐组织正在进行类似的生成AI试点。
根据Chandrasekaran的说法，保险公司一直在率先实施语音转文本和转录等技术，以加快索赔处理和客户满意度，以及使用生成人工智能，虽然目前在保险业中较低，但预计在未来12个月内将大幅增长，这只是实现这些结果的最新尝试。
“这些用例实际上在保险业已经存在了一段时间，”他说。“语言模型可以增加价值的地方本质上是更好的认知，因为它们能够制定响应”并引入更多信息来重新创建事件，以更准确地处理索赔。“随着模型在未来发展成为完全多模态，它们[将]能够遍历不同类型的数据。 数字化转型网（www.szhzxw.cn）
据公司发言人称，作为美国四大汽车和家庭保险公司之一，Allstate管理着大约190.<>亿份保护汽车、房屋、摩托车、健康、残疾、生命、个人设备和身份的保单。
该组织拥有大约 54,500 名员工，并支持 10,100 名独家 Allstate 代理商和 51,900 名独立代理商。在Jeevanjee的领导下，整个公司约有7,000名员工致力于IT。
Jeevanjee说，首席信息官从一开始就面临云原生方法的最大挑战是“改变文化，成为一家数字公司”，并指出，获得整个最高管理层的承诺，接受该计划使他的工作变得更加容易。“我们所做的是查看我们所有的流程，并使它们为数字化做好准备。
翻译：
The insurer is becoming cloud-native by rebuilding its core applications to align with next-generation business processes tailored to enhance and accelerate the customer experience.
Most companies start their digital journey by migrating legacy applications to the cloud, on the theory that boosting and shifting workloads provides a quick entry point to take full advantage of the services and capabilities unique to the cloud.
But Allstate, a home and car insurer, is taking a different approach. Executive Vice President and CIO Zulfi Jeevanjee believes that the best way to build and adapt next-generation business processes and modern IT platforms is to rebuild, so he is taking a cloud-first approach to digital transformation, dumping all legacy infrastructure in the process. 数
The result, Jeevanjee says, is a technology-driven business strategy, “which is a very powerful thing.”
To drive the transformation, the Northbrook, Illinois-based insurer rebuilt its core applications for claims processing, sales and support and plans to overhaul its entire business process portfolio, all aimed at enhancing and accelerating the customer experience. According to the company, nearly 40% of the company’s business processes are now digital, and the time to file a claim – a key measure of customer satisfaction – has been reduced from 43 minutes to <> seconds.
In addition to digitally rebuilding its processes, Allstate has methodically adopted a mostly AWS-based multi-cloud architecture for containers and development, as well as Google BigQuery and Vertex and Microsoft Azure GenAI for specialized AI workloads.
Many companies are taking the same approach – using BigQuery and Vertex to generate AI pilot applications to gain new insights and produce better business outcomes. For example, at Google’s recent Next conference, L ‘Oreal and Shopify announced that they are using BigQuery in AI pilots to accelerate and optimize business processes.
Allstate’s Jeevanjee credited the company’s top brass with grasping the importance of aligning its IT infrastructure with new business processes that must be re-architected to maximize returns and minimize the risk of moving to a digital business. This is all done through a cloud-first approach.
“It’s built and designed to run on the cloud,” Jeevanjee said. “It’s not built to run locally. 数
First, redesign the way of claims processing
In many ways, Allstate is still at the beginning of its digital journey – only 3 to 4 percent of its “book” claims are currently processed in the cloud, and much of the data remains in local XML databases common to the insurance industry – despite advanced technology and a blueprint for business modernization that is rock solid, the CIO said.
Allstate’s global IT team, which has employees in North America, Northern Ireland and India, developed infrastructure and new processes that were first deployed in Allstate’s home state of Illinois for nine months to determine customer response to the new digital experience before launching in Tennessee. Allstate expects to have car policies up and running in 10 states this year, and rental insurance available in 19 states.
“We’ve learned a lot about how customers respond to us, and that’s what I mean by changing our organization,” Jeevanjee said. “Focusing on that experience quickly really helps us deliver the best experience possible.”
Allstate began migrating to the cloud in 2019 and began deploying its carefully planned multi-cloud blueprint after Jeevanjee returned to the company in 2022.
As the company redesigns and tests every aspect of its auto and home insurance app in every state, it’s rebuilding it with AWS as a core workhorse, while using Google and Microsoft cloud services for specialized applications like AI. 数字化转型网（www.szhzxw.cn）
The methodical approach doesn’t mean Allstate is a tech neophyte. The company long ago deployed automation in its business processes to eliminate manual steps and speed up transactions.
In fact, the company has deployed several machine learning models for key applications, including claims prediction – such as determining whether a car in an accident is a total loss – and more evolved, locally trained machine learning models that can independently make these recommendations.
Second, use AI generation to enhance customer experience
Allstate has also developed a ChatGPT 3.3-based generative AI application, informally known as MyStory, that dramatically reduces the time it takes customers to report claims after an accident or event. Instead of recounting the incident to various clerks and adjusters over and over again, the client recounts the incident once and then aggregates it in a document and delivers it to all necessary parties.
When a human representative calls a customer, they are well informed and ready to move on to the next stage. “We engage people when it matters most,” Jeevanjee said, noting that this important change in the process has greatly improved customer satisfaction. 数字化转型网（www.szhzxw.cn）
Arun Chandrasekaran, distinguished vice president and analyst at Gartner, said he sees similar AI generation pilots being conducted by financial services and other insurance companies, as well as technology, media and entertainment organizations.
According to Chandrasekaran, insurance companies have been pioneering the implementation of technologies such as voice-to-text and transcription to speed up claims processing and customer satisfaction, as well as the use of generating artificial intelligence, which, while currently low in the insurance industry, is expected to grow significantly over the next 12 months, and this is just the latest attempt to achieve these results.
“These use cases have actually been around for a while in the insurance industry,” he said.
“Where language models can add value is essentially better cognition, as they are able to formulate responses” . And bring in more information to recreate events to more accurately process claims. “As models evolve to become fully multimodal in the future, they [will] be able to traverse different types of data.”
As one of the four largest auto and home insurance companies in the U.S., Allstate manages approximately 19 billion policies protecting cars, homes, motorcycles, health, disability, life, personal devices and identity, according to a company spokesperson. 数字化转型网（www.szhzxw.cn）
The organization has approximately 54,500 employees and supports 10,100 exclusive Allstate agents and 51,900 independent agents. Under Jeevanjee’s leadership, around 7,000 employees across the company are dedicated to IT.
Jeevanjee said the biggest challenge CIOs faced with a cloud-native approach from the start was “changing the culture and becoming a digital company,” noting that getting the commitment of the entire top management to embrace the program made his job easier. “What we’ve done is look at all our processes and make them digital ready.
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