Question

A large insurance company has deployed a gen AI assistant to help claims adjusters draft case summaries. Six months later, leadership finds that only 15% of adjusters use the tool regularly. Surveys reveal that many employees fear the tool will replace their jobs and are unsure how it fits into their existing workflow. Which action should the leadership team prioritize to improve adoption?

Accepted Answer

Launch a structured change management program with role-specific training and clear communication about how the tool augments adjusters' work

Answer

Fine-tune the underlying model on more claims data to improve summary accuracy

Answer

Mandate tool usage by tying it to individual performance reviews and quotas

Answer

Switch to a cheaper, faster foundation model to reduce operating costs