Other parts of this series:
Scale is essential to enabling people across the enterprise to work with intelligent machines. Insurers must innovate their training methods and expand the reach of their programs.
So far in this series, I’ve talked about two key steps insurers need to take: reimagine work to better achieve human-machine collaboration, and pivot the workforce to areas of higher value. The third crucial action is to scale up skilling initiatives to maximize the value that humans and machines can create together.
Reskill the workforce—at scale
The Future Workforce Survey found that both insurance leaders and workers acknowledge that reskilling is crucial to helping people work with AI. However, traditional methods of training aren’t sufficient. First, it would seem oddly disconnected to use analog methods to prepare people for a future where they work with machines. Second, in-person methods don’t deliver the scale that’s required for an initiative of this scope. Finally, traditional methods don’t enable insurers to personalize their training to account for a person’s current and target capabilities, nor do they deliver that training on-demand and as needed.
To scale up new skilling and enable people to work with intelligent machines, insurers should take three steps:
- Prioritize skills for development. There’s no end to the skills insurers could foster in their workforce, so it’s important to prioritize those that are essential for effective collaboration with AI. Generally, this entails judgment skills to intervene or correct machine decisions, the ability to interrogate systems to obtain maximum insights, and capabilities to teach intelligent machines. (For more on this last capability, stay tuned for Accenture Technology Vision for Insurance 2018 and our discussion of “citizen AI.”)
- Account for willingness and skill. It’s important to tailor training programs to cater for differences in individuals’ willingness to learn and current skill levels. Our research found that 57 percent of insurance workers identified themselves as high-skill and high-willingness.
- Go digital to create innovative learning experiences. There’s nothing inherently wrong with classroom learning, but digital tools can help deliver training in innovative ways. Online educational platforms, innovative delivery methods, and virtual and augmented reality can provide realistic simulations to help people master new tasks. They can also provide more engaging and consistent methods of monitoring, coaching and benchmarking performance.
Join me next week as I look at the big picture of workforce transformation—and discuss why it’s non-negotiable if incumbent insurers wish to remain relevant.