2026-11-02 · Source: Insurance Business Canada
Summary in 3 Points • Cornerstone Insurance Services implemented AI to handle 300-400 calls daily, but faced initial challenges with its performance. • The brokerage's AI struggled with complex workflows, leading to customer frustration and some negative reviews. • Despite some client losses, the AI improved call capacity and allowed staff to focus on their core responsibilities. --- Cornerstone Insurance Services, based in Saskatchewan, introduced an AI receptionist to manage a high volume of calls, peaking at 400 daily. However, the AI struggled with complex workflows, leading to initial setbacks and customer dissatisfaction, although positive feedback eventually matched the negative. The brokerage's proactive approach in addressing staff concerns and refining the AI's capabilities has resulted in improved call handling and staff productivity. The AI system now allows customers to choose between a digital agent and a human receptionist, enhancing the customer experience. While some clients were lost due to the AI's limitations, the overall impact has been positive, with the system significantly increasing call capacity and enabling staff to concentrate on their primary duties. Cornerstone plans to gradually expand the AI's functionalities, indicating a commitment to evolving its use in the brokerage's operations. The experience of Cornerstone Insurance Services with AI highlights the challenges of integrating technology in insurance operations, particularly in managing customer interactions and workflows.
The experience of Cornerstone Insurance Services with AI highlights the challenges of integrating technology in insurance operations, particularly in managing customer interactions and workflows.