Kristoffer Lundberg

speaker

408 appearances 1 recordings 1 series first heard Jun 2026 last heard 23 Jun

Kristoffer Lundberg’s voice in public audio — every appearance, attributed to the second.

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Recordings per month over the last 12 months — 1 in all, peaking in Jun 2026 with 1.

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Making Risk Flow | The Future of Insurance · Think Slow, Execute Fast: The New Playbook for Vertical AI Transformation in Insurance | Kristoffer Lundberg · 23 Jun 2026 podcast

Right now, they have been able to take 90% of all of their first notification of loss calls done for auto claims and use an AI voice agent developed in partnership with OpenAI.

And they picked AutoClaim specifically because it's a high volume.

Travelers deal with 1.5 million claims a year.

And so there's a lot of data involved to go out there.

So that was the reason why they picked that.

And then they've worked very much integrated with the business, getting the business leaders involved in this process.

And that is a case study where I thought that was interesting to see how they've been able to add scale now.

And they started out in eight states, and then they've now, after just a couple of months of testing, they was able to roll it out nationwide.

And some of the interesting things that I took from it was how they actually used AI

to control the rollout, meaning have a bit of like a control center where they could see, they could test, trial it, and very, very quickly see when was conversations with these voice agents not working and adapt and create.

So that was an interesting example.

So would you say the takeaway from that one is, what was the secret sauce in that one?

Was it that collaboration between the technology teams at Travelers, the business teams, and a provider like OpenAI?

I think the secret sauce from there, I would say, is how much they were leaning into working with the business, the business part, which also was something that came up when my conversation on the CIO panel was, with this, to get the technology to move forward faster and implementation, we need to work with the business leaders much more.

I think in their case, as they said, we've all had bad experiences with the poor chatbots.

And so getting everyone in the room

saying, what is the level of quality of conversation we need here?

And so it's not just an IT project, but it's really a business project.

And I think for them, it was building a completely new operating layer.

So it was just not a new technology, but it was a completely new way that they were thinking about how to manage stress notification of loss on auto claims.

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