Unlocking GenAI's potential: A perspective from Crawford's Kenneth Tolson

Crawford uses AI and machine learning in multiple ways, including to examine first notice of loss (FNOL) data, which Tolson said can result in better triage of claims.

“There are more options than ever, more technologies than ever, for adjusters or claims professionals to be able to use. But with those options, adds complexity,” he explained.

That’s where AI comes in, helping to predict the outcome of claims by examining large amounts of data.