AI. How successful deployment can be evolution, not revolution

Artificial Intelligence is transforming industries at an unprecedented pace. While AI often feels disruptive, its most effective deployments come through steady evolution rather than radical change. In today’s competitive landscape, AI is not just a tool for efficiency but a powerful enabler, unlocking new potential for businesses to stay ahead and drive innovation.

AI as an enabler, not a disruptor

AI is not new – it has been around since 1956, when John McCarthy introduced the term “artificial intelligence.” Over the decades, it has become embedded in daily life – for example, recommendation engines in e-commerce, facial recognition on smartphones, and scam filters in email systems are all AI-driven applications.

The key shift today is that Generative AI (GenAI) and Large Language Models (LLMs) have made AI more accessible than ever removing barriers like infrastructure investments, computing power, and advanced skills. This shift has unlocked unprecedented opportunities for industries that were previously constrained by heavy operational demands and high investment costs.

For operationally intensive, highly regulated, and lowmargin sectors like insurance and financial services, AI presents a game-changing opportunity. Businesses can now reduce more manual workloads, enhance service quality, and scale efficiently, overcoming traditional capacity limitations. As organisations progress on their digital transformation journey, AI is the next step in automating workflows, delivering personalised customer experiences, and enabling data-driven decision-making.

iPipeline’s approach to AI and GenAI

At iPipeline, AI is a strategic enabler driving efficiency, accuracy, and customer satisfaction in protection and wealth. A key challenge we’ve tackled is simplifying policy navigation, reducing delays, and improving access to information.

Our SSG Digital GenAI Chatbot provides 24/7 support, delivering accurate, conversational responses to freeform questions and FAQs. Unlike rule-based chatbots, ours is flexible, high-precision, and scalable, enabling intelligent interactions on customer and adviser portals. Built specifically for protection and wealth, it eliminates risks of hallucinations, bias, and illegal content, ensuring compliance and trust. Tailored separately for UK and US markets, it integrates regional protection terminology for greater accuracy.

Policyholders instantly retrieve policy details, advisers quickly access key terms, and support teams streamline interactions, improving both efficiency and service quality. At iPipeline, our goal is to empower partners with AI-driven tools to enhance efficiency, reduce costs, and elevate service quality.

And this is just the beginning! With AI evolving at lightning speed, we will unlock game-changing opportunities in digital underwriting, claims automation, hyper-personalisation, and AI-powered low-code/no-code solutions where AI agents take on decisionmaking, revolutionising processes and redefining efficiency like never before!

A pragmatic approach to AI adoption

Here are some key takeaways from our GenAI chatbot
development journey:
• Identify high impact use cases rather than adopting AI for the sake of innovation
• Start small but think big, iterating and scaling gradually
• Foster a culture of innovation, encouraging teams to explore AI-driven solutions
• Take calculated risks, leading AI adoption rather than waiting for regulations or competitors
• Define success metrics – track your North Star metric while monitoring guardrails

Governance and ethical considerations

AI adoption must be responsible and compliant. Concerns such as bias, hallucinations, and regulatory compliance (GDPR, FCA) must be proactively addressed through strong corporate AI governance. Trust, transparency, and accountability are key pillars for sustainable AI success.

Conclusion

AI is not about replacing human intelligence but enhancing it.

Like past innovations, such as automobiles transforming transportation, AI and GenAI are reshaping industries. Early adopters gain a competitive edge, while those who hesitate risk falling behind. Organisations that embrace AI as an evolving tool, rather than a disruptive force, will drive the future.

A strategic, step-by-step approach ensures AI becomes an engine of sustainable progress and innovation, not just another fleeting trend.

*Disclaimer: This article was authored by Onder Altan and was edited with the assistance of AI.