15-05-2025
AI Crosstalk On Your Claim
sifting through stacks of paper files and folders
Sometimes it's still difficult to envision exactly how the newest LLM technologies are going to connect to real life implementations and use cases in a given industry.
Other times, it's a lot easier.
But just this past year, we've been hearing a lot about AI agents, and sort of, for lack of a better term, humanizing the technology that's in play.
An AI agent is specialized – it's focused on a set of tasks. It is less general than a generic sort of neural network, and it's trained towards some particular goals and objectives.
We've seen this work out in handling the tough kinds of projects that used to require a lot more granular human attention. We've also seen how API technology and related advances can allow models like Anthropic's Claude to perform tasks on computers, and that's a game-changer for the industry, too.
So what are these models going to be doing in business?
Cindi Howson has an idea. As Chief Data Strategy Officer at Thoughtspot, she has a front-row seat to this type of innovation.
Talking at an Imagination in Action event in April, she gave an example of how this would work in the insurance industry – I want to include this in monologue form, because it lays out how an implementation could work, in a practical way.
'A homeowner will have questions,' she said, ''should I submit a claim? What will happen if I do that? Is this even covered? Will my policy rates go up?' The carrier will say, 'Well, does the policy include the coverage? Should I send an adjuster out? If I send an adjuster now … how much are the shingles going to cost me, or steel or wood? and this is changing day to day.' All of this includes data questions. So if you could re-imagine, all of this is now manual (and) can take a long time. What if we could say, let's have an AI agent … looking at the latest state of those roofing structures. That agent then calls a data AI agent, so this could be something like Thoughtspot, that is looking up how many homeowners have a policy with roofs that are damaged. The claims agent, another agent could preemptively say, 'let's pay that claim.' Imagine the customer loyalty and satisfaction if you did that preemptively, and the claims agent then pays the claim.'
It's essentially ensemble learning for AI, in the field of insurance, and Howson suggested there are many other fields where agentic collaboration could work this way. Each agent plays its particular role. You could almost sketch out an org chart the same way that you do with human staff.
And then, presumably, they could sketch humans in, too. Howson mentioned human in the loop in passing, and it's likely that many companies will adopt a hybrid approach. (We'll see that idea of hybrid implementation show up later here as well.)
Our people at the MIT Center for Collective Intelligence are working on this kind of thing, as you can see.
In general, what Howson is talking about has a relation to APIs and the connective tissue of technology as we meld systems together.
'AI is the only interface you need,' she said, in thinking about how things get connected, now, and how they will get connected in the future.
Explaining how she does research on her smartphone, and how AI connects elements of a network to, in her words, 'power the autonomous enterprise,' Howson led us to envision a world where our research and other tasks are increasingly out of our own hands.
Of course, the quality of data is paramount.
'It could be customer health, NPS scores adoption trackers, but to do this you've got to have good data,' she said. 'So how can you prepare your data? And AI strategy must align to your business strategy, otherwise, it's just tech. You cannot do AI without a solid data foundation.'
Later in her talk, Howson discussed how business leaders can bring together the structured data from things like live chatbots, and more structured data, for example, semi-structured PDFs sitting on old network drives.
So legacy migration is going to be a major component of this. And the way that it's done is important.
'Bring people along on the journey,' she said.
There was another point in this presentation that I thought was useful in the business world.
Howson pointed out how companies have a choice – to send everything to the cloud, to keep it all on premises, or to adopt a hybrid approach.
Vendors, she said, will often recommend either all one or all the other , but a hybrid approach works well for many businesses.
She ended with an appeal to the imagination:
Think big, imagine big,' she said. 'Imagine the whole workflow: start small, but then be prepared to scale fast.'
I think it's likely that a large number of leadership teams will implement something like this in the year 2025. We've already seen some innovations like MCP that helped usher in the era of AI agents. This gives us a little bit of an illustration of how we get there.
