There’s a lot of bulls41t surrounding AI right now. Linkedin gurus offering their wisdom, consultants who’ve read a few articles and decided they’re experts. There’s also a lot of trepidation; some think AI is simply another fad like NFTs & the Metaverse. Some are worried that AI may destroy the world!
However, the team at Laird have found some genuine uses for AI. We’ve been using several types for a while now, in a variety of different ways and it’s made a huge difference to our efficiency, significantly enhanced our customer service, massively helped the teams daily workflows but more importantly increased our profitability. This article explores some of the uses we found for AI:
OCR AI for Efficient Email Management
Our Optical Character Recognition (OCR) AI system is designed to read and process all incoming emails, intelligently categorising them into appropriate workflow queues. For instance, with new instructions, the AI identifies and extracts key information from the email content. This data is then seamlessly integrated into our workflow platform, Swiftcase. Swiftcase triggers subsequent actions, such as contacting data providers via API links to import vehicle-related data and sending links to consumers requesting images.
Visual Intelligence for Damage Assessment
Our Visual Intelligence (VI) software excels at assessing minor or superficial vehicle damage to generate estimates. If the VI’s confidence level falls below 98%, the case is escalated to our human engineers for further evaluation, ensuring accuracy and reliability in damage assessment.
Streamlined Image Uploads with the Image App Link
A pivotal consumer touchpoint is our Image App Link. Consumers receive a text link to upload images of their vehicle, including any damage and identifying details. Using a combination of VI and human expertise, we efficiently triage the vehicle and report back to clients and stakeholders. This process is completed within minutes, enhancing the speed and quality of our service delivery and allowing our clients to provide an enhanced service to their consumers.
Chatbots and Generative AI for Claim Settlements
We employ ChatGPT-powered chatbots to assist with total-loss settlements. These chatbots utilise data from Glass’s Guide and Percayso to provide industry-standard valuations, cross-referenced with AutoTrader listings to ensure accuracy. Our chatbot successfully settles over 85% of claims, demonstrating significant efficiency in handling complex queries.
Generative AI is also deployed to compare third-party reports, manage supplementary damage assessments during repairs, and draft preliminary forensic reports. This versatile AI application enhances our ability to swiftly provide thorough and accurate information.
AI in Development, Marketing, and Management
Behind the scenes, our developers harness AI to write, test, and optimise code, creating fixes and suggesting upgrades. In marketing, AI drives campaign creation and client targeting. For our accounts team, AI streamlines workflow management. The management team leverages AI to summarise meetings and develop strategic plans.
Swiftcase: The Backbone of Our Operations
Swiftcase, our AI-powered automation workflow platform, orchestrates the entire process from start to finish. It intelligently manages the workflow across the company and connects with clients, repairers, and other supply-chain partners, including salvage agents and car hire companies. This ensures efficient and transparent communication, driving our commitment to operational excellence.
Incorporating technologies like OCR, VI, and generative AI into our workflow enhances efficiency and ensures precision and reliability, positioning us at the forefront of innovation in our industry.
As time progresses, we see further advancements and more tools becoming available, so no doubt this time next year, Laird will be even further empowered by AI and Automation.