
Pace founder and CEO Jamie Cuffe discusses how AI agents are transforming insurance back-office operations by replacing traditional business process outsourcing (BPO). Pace focuses on automating critical workflows like submission intake and claims processing, leveraging AI to handle emails and PDFs, the lingua franca of the insurance industry. Jamie emphasizes the importance of achieving high gross margins by transitioning from a people-heavy model to one dominated by AI agents supported by a small team of insurance experts. He highlights the benefits of AI, including cost savings (50-75%), faster turnaround times, scalability during peak seasons, and enhanced observability of traditionally black-box BPO processes.
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