Customer attitudes towards AI shifting

New research from Solera suggests increasing faith among drivers in the application of artificial intelligence (AI), with many consumers favouring bodyshops offering more digital integration in the repair process.

It has found that more than three quarters (76%) of consumers now trust automotive claims driven entirely by AI. According to its survey, most claimants have previous experience using automotive digital claims technology; 56% had submitted a claim online and 51% had used digital technology to track the status of a claim.

However, many more were seeking a fully automated experience with 72% of respondents citing confidence in an automated claims and repair journey.

Evan Davies, chief technology officer, said: “We’ve reached a point where leading companies are placing top priority on adapting and integrating cutting edge technology to differentiate and optimize customer experience. Those that don’t, will face competitive challenges. This survey simply underscores what Solera has known to be true for some time; automated processes have the power to increase customer satisfaction and even customer retention.”

Survey findings show that two-thirds (67%) of consumers would switch insurers for a faster digital experience and 73% would choose an insurer using AI to process claims quicker. More than three-quarters (78%) would favour a repair shop that provides more digital channels to quote, book, and track repairs.

Cost and skills were cited as key stumbling blocks among insurers and repairers in upgrading their systems, but Solera believes Covid-19 has moved modern technologies, particularly those eliminating in-person contact, from nice-to-have to business critical

Davies said: “It is clear that organisations understand how AI can build resilience and improve customer journeys. Finding the right blend of data and technology is the key to optimising investments to unlock speed, intelligence, and efficiency at scale. Only then can our industry see the highest return on digitisation through a faster, more accurate repair claims process.”