GenAI & BeyondConference50min
AI Agents and BPM: How to Instruct and Integrate AI Components into Complex Insurance Processes
Belfius Insurance adopts an “augmentation first, automation next” approach to AI, focusing on trust, transparency, and collaboration with business users. By integrating AI into workflows, using feedback loops, and monitoring outputs, they support claim handlers in tasks like summarization, aiming to make AI a reliable partner in insurance processes.
Nicolas CrappeBelfius
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Thursday, October 9, 15:00-15:50
Room 3
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AI is increasingly present in the IT landscape. Beyond hype, its real power lies in handling unstructured, complex processes — if we can make it trustworthy.
At Belfius Insurance, we follow a simple principle: augmentation first, automation next. We start by assisting colleagues with AI components, then carefully extend to automation of routine tasks.
In this talk, we will share how we:
• Design processes with a workflow engine (BPM) that integrate AI interactions and safeguards.
• Use feedback loops with business users to build trust and improve models.
• Visualize and monitor AI outputs to keep systems transparent.
• Decide when and how to involve humans in the loop.
• Apply these principles in our first deployments, where AI supports claim handlers with summarization and document analysis.
By working side by side with business experts, we aim to make AI a trusted partner across insurance processes.
At Belfius Insurance, we follow a simple principle: augmentation first, automation next. We start by assisting colleagues with AI components, then carefully extend to automation of routine tasks.
In this talk, we will share how we:
• Design processes with a workflow engine (BPM) that integrate AI interactions and safeguards.
• Use feedback loops with business users to build trust and improve models.
• Visualize and monitor AI outputs to keep systems transparent.
• Decide when and how to involve humans in the loop.
• Apply these principles in our first deployments, where AI supports claim handlers with summarization and document analysis.
By working side by side with business experts, we aim to make AI a trusted partner across insurance processes.
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