Utjecaj umjetne inteligencije na sektor osiguranja

master's thesis

• Title (english): The impact of artificial intelligence on the insurance sector
• Author: Mia Matijašić
• Mentor: Ivan Strugar (mentor)
• Committee member: Božidar Jaković (predsjednik povjerenstva)
• Committee member: Mirjana Pejić Bach (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Informatics); Zagreb
• Defense date and country: 2022-09-22, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Business Informatics

Abstract

Umjetna inteligencija je svoju primjenu pronašla u sve više sfera svakodnevnog života čovjeka pa tako i u osiguravajućem sektoru. Osiguranje je kao industrija bilo pretežito bazirano na tradicionalnom i zastarjelom pristupu, najkasnije je od svih industrija počela primjenjivati umjetnu inteligenciju kako bi unaprijedila usluge i komunikaciju sa korisnicima, ali i smanjila operativne troškove poslovanja. U ovom radu će se istražiti i pobliže opisati na koji način umjetna inteligencija utječe na osiguravajući sektor te u kojim se segmentima pojavljuje. Prednosti primjene umjetne inteligencije u osiguranju vidljive su u pogledu bolje podrške klijentima koja je korištenjem chatbot-ova uvelike efikasnija. Zatim, prijevare koje su najveći problem ovog sektora, zahvaljujući umjetnoj inteligenciji, pristupu velikim bazama podataka i boljim softverima, rezultirali su da se taj postotak znatno smanji. Nadalje, opisane su studije slučaja čija su poduzeća implementacijom umjetne inteligencije, znatno optimizirala svoje poslovanje. U zadnjem djelu provedeno je istraživanje o stavovima i preferencijama ispitanika o umjetnoj inteligenciji u osiguranju.

Abstract (english)

Artificial intelligence has found its application in all spheres of everyday human life, including the insurance sector. Insurance as an industry was predominantly based on a traditional and outdated approach, it was the latest of all industries to apply artificial intelligence in order to improve services and communication with users, but also to reduce operating costs. This paper will investigate and describe in more detail how artificial intelligence affects the insurance sector and in which segments it appears. The advantages of applying artificial intelligence in insurance are visible in terms of better customer support, which is very effective through the use of chatbots. Frauds, which are the biggest problem of this sector, thanks to artificial intelligence, access to large databases and better software have resulted in that percentage being significantly reduced. Furthermore, case studies will be described whose companies significantly optimized their operations by implementing artificial intelligence in their operations. In the last part, research was conducted on the attitudes and preferences of the respondents about artificial intelligence in insurance.

• Keywords: umjetna inteligencija; osiguranje; chatbot; blockchain; tehnologija; strojno učenje; internet stvari; povezani uređaji
• Keywords (english): Artificial intelligence; Insurance; Chatbot; Blockchain; Techonology; Machine learning; Internet of things; Connected devices
• Language: croatian
• URN:NBN: urn:nbn:hr:148:542597
• Study programme: Title: Business Economics; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2022-09-26 18:58:19