The top executive of Allstate Corp. said the company’s 15,000 customer service agents now use artificial intelligence to craft emails to customers about claims, a move that has led to better outcomes and reduces demand for new hires.
“Did I go and fire 100 people because of it? No. Do I need to hire less people because they don’t have to spend time writing bad emails? Yes,” Allstate Chief Executive Officer Tom Wilson said Thursday at a panel event hosted by the Executives’ Club of Chicago.
Wilson said the company started to make the change last year and now all ...
