In the era of technological advancement, companies face the ongoing dilemma of balancing human interaction with the benefits of innovative technologies like artificial intelligence (AI). At Allianz Trade, however, customer satisfaction remains paramount, and AI is employed to complement human expertise rather than replace it.
The distinctive approach of Allianz Trade involves utilizing AI as a supportive tool for in-house experts, including analysts and underwriters, to augment customer service. While AI strengthens the information gathered from customers, human interaction remains central to business operations.
Héléna Bergez, Global Head of Credit Assessment at Allianz Trade, sheds light on the integration of technology to refine the customer-centric approach. AI tools, such as FAQ chatbots and automated decision-explaining platforms, work in tandem with machine learning models to optimize the productivity of underwriters. This allows them to focus on personalized interactions and assess riskier buyers more effectively.
Through the incorporation of structured and unstructured data, Allianz Trade has made significant strides in predicting company defaults. Machine learning-powered tools aid in credit grading, fraud detection, and automation of manual workloads, resulting in improved efficiency and reduced operational costs.
Bergez emphasizes the role of AI in enhancing grading performance, accelerating response times, and enabling more accurate risk assessments. However, human oversight remains crucial, particularly in fraud detection, where analysts investigate alerts triggered by AI algorithms.
Moreover, Allianz Trade has developed innovative solutions to explain grading decisions through AI-generated narratives, ensuring transparency and enhancing the customer experience. These tools complement personalized service, where clients can seek clarification from in-house experts when needed.
Operating within strict regulatory frameworks, Allianz Trade prioritizes compliance and transparency in AI usage. Machine learning models undergo rigorous monitoring to ensure adherence to regulatory requirements and ethical standards.
In line with its commitment to responsible technology usage, Allianz Trade continues to invest in AI solutions aimed at enriching customer interactions while maintaining human expertise at the forefront of its value proposition.
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