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Data Technologies and Next Generation Insurance Operations


  • Herbert, Ian

    () (Loughborough University)

  • Milne, Alistair

    () (Loughborough University)

  • Zarifis, Alex

    () (Loughborough University)


This article uses insights from knowledge management to describe and contrast two approaches to the application of artificial intelligence and data technologies in insurance operations. The first focuses on the automation of existing processes using robotic processing intervention (RPA). Knowledge is codified, routinized, and embedded in systems. The second focuses on using cognitive computing (AI) to support data driven human decision making based on tacit knowledge. These approaches are complementary, and their successful execution depends on a fully developed organizational data strategy. Four cases are presented to illustrate specific applications and data that are being used by insurance firms to effect change of this kind.

Suggested Citation

  • Herbert, Ian & Milne, Alistair & Zarifis, Alex, 2019. "Data Technologies and Next Generation Insurance Operations," Journal of Financial Transformation, Capco Institute, vol. 50, pages 110-117.
  • Handle: RePEc:ris:jofitr:1630

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    More about this item


    Artificial intelligence; machine learning; insurance; insurtech;
    All these keywords.

    JEL classification:

    • G22 - Financial Economics - - Financial Institutions and Services - - - Insurance; Insurance Companies; Actuarial Studies
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • M20 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - General
    • M40 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Accounting - - - General


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